As the sport and leisure market becomes more competitive, well-trained staff are a must. They can have a significant effect not only on your customer’s experience but also on how well run and managed your facility is.
There is no excuse for poor service, and indeed no substitute for good service. As they say, first impressions count and as a service industry, staff must be trained in the right approach.
We have a portfolio of different courses ranging from customer service through handling difficult customers, to recruitment and selection techniques. Also included are the ILM management and leadership courses.
All of these can be undertaken in-house for your group or centre. The majority are delivered by our own specialist, Donna Shoesmith, and are competitively priced.
For further details, please visit the appropriate pages of our website. Alternatively, please do not hesitate to give us a call on 0845 873 7712 for further information.
Customer Care Skills For Professionals
Telephone Techniques for Difficult Customers
ILM Level 2 Award in Team Leading
ILM Level 3 Award in Team Leading
Over seventy percent of senior business leaders now say that the Customer Care is the next competitive battleground. With more than eighty percent of customers leaving because of the poor level of service they receive, it is now more important than ever for customer care to be excellent at all times.
These high expectations and demands from customers have increased the pressure on front-line staff to deliver consistent, quality service in a skilful and professional manner.
Who should attend?
This course is designed for all Customer facing staff, who want to develop and enhance their awareness, knowledge and skills and improve the quality of service they provide.
Duration and Costs
One Day £695*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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Excellent telephone skills have become an integral part of successful business communication. As the volume of customer phone calls increase, the success and reputation of a business depends more and more on employees having the skills and confidence, to deal with a range of customer enquiries effectively and professionally.
Who should attend?
This course is designed for all Customer facing staff who use the telephone as part of their job role.
Duration and Costs
One Day £695*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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We have all spoken to someone on the telephone and struggled to manage the situation and the customer’s demands professionally. This highly interactive and practical course looks at the skills and techniques that will help staff manage these telephone calls confidently and effectively.
Who should attend?
This course is designed for all Customer facing staff who use the telephone as part of their job role. It will be useful to new members of staff or experienced staff as a refresher.
Duration and Costs
Half Day £395*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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The words ‘confident’ and ‘assertive’ are used often. People comment on how ‘assertive’ someone is, or a member of staff needs to be ‘more assertive’, but what does that mean? This course looks at what assertive means in terms of: body language, voice, words and mindset. It identifies how assertive someone is, why and how to change it if they choose to.
Who Should Attend?
This course is designed for staff of any level with little or no previous training on assertive skills.
Duration and Costs
One Day £695*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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As part of the City & Guilds Group the ILM (Institute of Leadership and Management) is the largest qualification awarding and professional membership body in Europe for management and leadership vocational qualifications In 2006 around 80,000 managers registered for ILM Management qualifications and awards.
The content of ILM programmes is linked to the latest management & leadership standards, ensuring relevant, current content and thinking. All qualifications feature work-based assessments designed to bring tangible business benefits to you and your company.
Qualifications are delivered by a worldwide network of over 2000 accredited Centres, which ILM actively monitors, supports and quality-assures.
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Course Content
The Award in Team Leading consists of Developing Yourself as a Team Leader and a choice of further units selected from the 21 available in the full Certificate in Team Leading.
This programme provides an introduction to team leading skills, and is equally valuable for improving the performance of all those who already work inside today's teams.
Who Should Attend?
This course is designed for managers and team leaders who supervise and need to motivate staff as part of their job role. It will be useful to those new to a management role, those being prepared for a promotion and experienced leaders as a refresher.
Duration and Costs
Three Days £POA / person* (minimum six delegates)
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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The Award in First Line Management is a flexible programme that equips supervisors and first line managers with essential knowledge and skills for their role. By its nature it is equally as valuable to experienced managers with little or no formal training.
Course Content
The award consists of an induction, one core subject and a selection of optional units from the full range offered by the ILM. Organisations wanting a group of their own managers to achieve this qualification at their workplace, can choose the subjects they feel will be of most benefit to both the student and the employer.
Each programme will have a tutor to guide the group through their learning and assessment.
Who Should Attend?
Intended as a follow-up to the ILM Level 2 award, this course is designed for managers and team leaders who supervise and need to motivate staff as part of their job role. It will be useful to those new to a management role, those being prepared for a promotion and experienced leaders as a refresher.
Duration and Costs
Day £POA*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
The Three Core Units
Companies waste thousands of pounds every year on recruiting the wrong staff for the job. In addition to this the recent discrimination legislation is clear, recruitment for all roles must be based on skills and knowledge only. Applicants for jobs are protected by the moment they apply to you.
Would you be confident if your recruitment methods, interview questions, selection criteria and records of successful and unsuccessful candidates were audited? This course will help to ensure that you and/or your managers will have that assurance.
Who Should Attend?
Managers from all types of business who are involved in recruitment and selection.
Duration and Costs
Two Days £1195*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield.
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Many managers are promoted without any training on the skills needed to manage people. They are expected to deal with a range of situations and personalities confidently and professionally. This may not be as easy as it first appears and many managers struggle.
This practical one day course looks at passive and aggressive behaviours and techniques to manage these effectively. It will also give managers a selection of assertive techniques to use, which will enable them to manage a range of workplace situations confidently and effectively.
Who Should Attend?
Managers from all types of business who would like guidance on managing people confidently and assertively.
Duration and CostsOne Day £695*
*Within a radius of 100 miles from our Uckfield base. Plus travel and any accommodation costs for locations further afield
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