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CARE Customer Service

This programme enables you to understand “moments of truth” and deliver great customer service. It is designed for customer service staff who have face-to-face interaction with clients. Most of the skills are also valuable for those working in a call centre. It is about understanding your customers’ needs, managing them well and having skills to handle people in difficult settings. You need to connect quickly and engage people with your warmth and sensitivity. You will learn how to communicate effectively, build rapport with your customers and develop service strategies.

Objectives

At the end of this programme you will be able to:

·         Make an excellent first impression and make customers feel welcome

·         Define the behaviours and motivators which shape successful customer service professionals

·         Have a better focus on customer service by creating a mission statement for your department

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 Wallace Associates - Career Development

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 Wallace Associates - Career Development

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This programme enables you to build a culture of professional development in your company.  The aim is to provide you with the confidence to guide your team members to build their own career goals and motivation to achieve them. You will learn about motivation levels of your team and identify ways of encouraging them for professional development. You will use a coaching model to help your people reflect on past performance, identify positives and negatives, assess present performance and help them set clear goals for the future.

Objectives

By the end of this programme you will be able to:

-              Understand the concepts and importance of career development

-              Understand the career ladders available in your company

-              Understand different motivation levels of people and what makes them tick

-              Use a 3 step model to lead a career discussion

-              Help with a personal SWOT analysis

-              Appreciate different people and what motivates them to grow

-              Use the coaching GROW model for setting goals and objectives

-              Make available the resources which your company offers in career development

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Leadership Development - Wallace
Associates

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Leadership Development - Wallace
Associates

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Over the last 20 years MDS has created an extensive range of programmes for developing managers and leaders.

These programmes have a great track record with companies operating in Greater China and the AP region. Our major clients are global companies with JV operations in China, or Chinese enterprises which are expanding into global markets. Each programme blends the best of business school research with our own practical experience in the field over the last 20 years.

All programmes are customised for your company’s special needs, so that scenarios, discussions and role plays are written for your industry.

The programmes are arranged in 3 sections:

·        Core Leadership Programmes

·        Specialist Skills Programmes

·        Talent Development

Then to view our products and services in talent selection please see:

·        Hiring Talent

And if you want to see how MDS embeds MBTI and FIRO learning into the workplace please see:

·        MBTI Application Programmes

·        FIRO Application Programmes

All programmes are based on “learning by doing” with 70% of the time on experiential exercises, role plays, case studies, discussions and presentations. Each 2 day module is followed by workplace assignments plus a one day learning circle (see blended learning).

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Personal Life Coaching - Wallace
Associates

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Personal Life Coaching - Wallace
Associates

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A vessel to move an important person from one place to another.

Personal life coaching involves helping generally well-functioning individuals achieve goals, maximize personal development, and navigate life transitions. It is a unique, highly personalized one-on-one relationship, and is for people who are ready to make changes in their lives and want a trusted partnership in facilitating their process and achieving desired results.

Most often individuals seek to work with a personal life coach because they would like to change, achieve, or create something in their personal lives or careers. More and more people are seeking help from a professional life coach because they choose to create better quality lives, change or enhance their career, increase their choices or options, or enhance their personal relationships. Coaching can help an individual to:

·       Discover personal motivation strategy so goals can be achieved

·       Increase confidence and self esteem

·       Learn new skills to better navigate change in life

·       Identify and change limiting beliefs that prevent moving forward

·       Create compelling goals that align with what is really important in life

·       Create more fulfillment, balance and joy in life

Whatever your current situation, whether you want to accelerate your career, improve your personal or work relationships, develop your interpersonal or leadership skills, or improve your self-confidence, we can help you make it happen. People who invest in themselves welcome the structure, support, feedback, learning and accountability that personal life coaching provides.