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Managing the Difficult Customer - Think AMAZON!
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Managing the Difficult Customer - Think AMAZON!
Ms. Caryl Pierre Chase
Facilitator/Learning & Development Specialist
As companies gear up for the "new world" of business, delivering exceptional customer service as part of the overall customer experience journey is critical to the very survival of organizations.
According to a recent Customer Experience Trends Report
- Companies that rank customer service as a top priority are six times more likely to surpass their customer retention goals.
However, delivering exceptional customer service to an increasingly demanding customer who is quite likely, connected to every social media platform, can be daunting. Nevertheless, the concerns of any difficult customer, if handled with the right Attitude, Knowledge, Skills and Training can result in higher customer satisfaction and ultimately customer retention.
In this brave new emerging world, organizations are battling for the hearts as well as the wallets of their customers. Only those organizations who are the most adept at anticipating, then seamlessly delivering a flawless customer experience, embedded with the most delightful customer service interactions will emerge as winners. Think AMAZON!
Interested? Click or tap here!
Managing the Difficult Customer
Face to Face Class
Overview
In an ideal world all of your customers would be a delight. What if you could see the gift in every challenging interaction and deliver the kind of service that creates loyal followers? Yes you can! It begins with You. You, the creator of memories that delight!
Main Objectives
This workshop will equip participants with the attitude, knowledge and skills required to build rapport and delight their customers wherever they interact, in person, on the telephone, or over social media.
Learning Objectives
At the end of this workshop participants will be able to:
- Identify their triggers and remain calm despite provocation
- Exude an attitude that is welcoming and warm regardless of medium
- Empathise with their customers' concerns through active listening
- Create rapport with their customers to resolve problems effectively
- Practice resolving problems with empathy and warmth.
Areas of Focus
- The Demands of the New World of Business
- What Do Customers Want
- You Have the Power - It's All in the Attitude
- Managing Stress Successfully
- Dealing With Customers Over the Phone
- From Difficult to Delightful - Customer Interactions
Digital Transformation - A Roadmap for Success
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DIGITAL TRANSFORMATION – A Roadmap for Success
Written by Shiam Mohammed
Today's business and technological landscape is quickly changing and evolving as it seeks to adapt to the new normal. Legacy systems and business practices may not be in alignment with the world we live in.
Thus, digital transformation leads to an organization becoming data-driven, empowering businesses and people to make decisions and solve many business problems. It applies to every area of business and technology in every area of the globe, and is of utmost relevance and importance to our local context. It involves alignment with business and technology.
Its benefits include increased speed, transparency and trust, significantly reduced costs, and streamlined/ enhanced business processes, to name a few. It involves companies gaining deep insights into best practices of developing and implementing innovative solutions and processes that meet and exceed benchmarks/ standards. Slow inefficient business processes are a thing of the past with digital transformation and its related key areas such as data science, fintech and artificial intelligence.
It requires relevant frameworks, cohesive teams and guiding principles for success. It involves strategies to get people ready to listen to data, creating a change in culture, behaviours, and mindset to make data-driven business decisions, rather than rely on intuition.
It solves identified operational and strategic problems such as making suboptimal investment decisions, improving customer satisfaction and customer relationship management, improving marketing and customer targeting, inefficient processes, and using intuition rather than facts, evidence and actionable data insights to drive decisions.
Digital transformation applies to every industry imaginable such as finance, real estate, insurance, healthcare, to name a few. For example, supermarkets can enhance and optimize their supply chains which result in accurate forecasting/ predicting of demand and supply so as to prevent resource wastage, optimize warehousing, reduce costs, and have relevant and real-time data to be able to offer incentives and discounts for products that may be close to expiration, detect and predict stakeholder and customer preferences, and also be able to quickly adapt to changing circumstances.
Another example is in the real estate industry where it can significantly enhance all the relevant processes with speed, accuracy, and accountability. Real estate stakeholders can also predict the future value of property for investment decisions based on data insights provided by data science and machine learning algorithms.
Digital transformation justifies how businesses can successfully leverage these innovative business practices and technologies such as data science, fintech, artificial intelligence (AI), cybersecurity, and data analytics to deliver operational and strategic value to stakeholders in the ecosystem. Companies that do not embark on digital transformation initiatives risk becoming quickly outdated, inefficient and ineffective, with their competitors keeping ahead and outpacing them at every step of the race.
Meet the Facilitator:
Shiam Mohammed
Shiam Mohammed has more than eighteen years’ experience teaching at the tertiary level. He has lectured many subjects in the Information Technology, Business and Real Estate disciplines at various institutions. He has also facilitated University of London (LSE) BSc. programmes, and is currently a lecturer and practicum adviser at UWI-ROYTEC.
He has many years of valuable work experience as an IT Manager, Networks Administrator, IT/ Communications Administrator, ICT consultant and IT Analyst in the hotel, safety, insurance and other business sectors. He is also actively involved in real estate sales and services, and IT consultancy and is a member of Rotary International.
Mr. Mohammed is a graduate/ alumni of the University of London(LSE) and Massachusetts Institute of Technology (MIT), and also holds several professional and internationally recognised Information Technology certifications from ISACA, COMPTIA, MICROSOFT, CISCO and EC-Council, to name a few. He is pursuing his second MSc: in Network Security from Anglia Ruskin University UK.
He has successfully completed an executive qualification in Blockchain Technologies: Business Innovation and Application from the Massachusetts Institute of Technology (MIT). He also has qualifications in Cybersecurity from Harvard University, and Artificial Intelligence from MIT.
For further information and registration please contact:
Tel: (868) 225-1299 ext. 2119 or 705-5633 or 482-8995
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Current State of Employment and Industrial Relations Matters
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Dave Williams
Attorney at Law
Legal & Operational Risk Specialist
Covid-19 has created an industrial landscape that will continue to pose challenges for both the employer and the employee. There seem not to be a universally acceptable position as to what really constitutes a "safe place of work" today. Some employers believe that a safe place of work means that all employees should be vaccinated, whereas employees are claiming that forcing mandatory vaccination upon them is a fundamental breach of their right to choose.
The debate no doubt would continue. However, what the courts have been saying is that one person's right ought not to override the rights of the majority and that it is not illegal for an employer to impose a policy of mandatory vaccination upon employees, with certain exceptions for health and legitimate religious reasons. In Trinidad and Tobago, our Industrial Court is yet to pronounce on this issue and we wait with bated breath as to how it would articulate on this important industrial relations issue.
The Principles of Employment Law and Industrial Relations programme will assist participants involved in human relations to be better prepared to handle this troubling and other industrial relations issues.
About the Facilitator - Dave Williams
Mr. Dave Arthur Williams is a Legal, Compliance and Operational Risks Consultant with over twenty (20) years' experience in Corporate Security Management; Financial Crimes Investigations; Fraud Prevention and Awareness; Legal and Compliance Management, particularly in the areas of Operational Risks and related fields.
He holds a B.Sc. Degree in Economics from the University of the West Indies; a Bachelor of Laws (Hons.) Degree from the University of London; a Master of Laws Degree (LLM) from the University of London in the area of Corporate and Labour Law; a Master of Laws Degree (LLM) from the University of West Indies in the area of Corporate and Commercial Law.
Mr. Williams is an Attorney-at-Law, having been called to the Bar of Trinidad and Tobago in October 1996. He is a Certified Fraud Examiner (CFE), as well as a Certified Anti Money Laundering Specialist (CAMS).
Principles of Employment Law & Industrial Relations
Overview
It is important for any organization to ensure that its human relations practices can stand up to the scrutiny of challenges from the government, employees, their representatives, or any other stakeholders. Good Industrial Relations practices add value to organizational performance and contribute positively to employees' morale and economic development. This programme will provide an overview of the principles of Employment law and the practices of good Industrial Relations. References will be made to the relevant labour laws of Trinidad and Tobago and Court judgments; and insights will be provided into some of the approaches that can assist in reducing grievances and other work related issues, thus minimizing time spent on treating with labour disputes.
Outcomes
At the end of this course participants should be able to:
- Understand the basic legal principles governing the employer/employee relationship and what amounts to good industrial relations practices;
- Have an insight into the various labour laws that impact the employment relationship in Trinidad and Tobago;
- Recognize the importance of having an effective disciplinary process that adopts and applies the principles of natural justice;
- Have an insight into what our Industrial Court would expect of the employer and the employee, by examining a number of landmark judgments.
- Be better informed on the procedures to be followed in treating with employment related issues such as absenteeism, misconduct, poor work performance, job abandonment, redundancy and grievances as they arise;
- Be better prepared to meet and treat with workers and their representatives on a range of matters including the collective bargaining process, workplace investigations, and the disciplinary process;
- Have a better understanding of progressive disciplining of employees, from the issuance a warning, to suspension, and ultimate dismissal.
Interested? Click or Tap Here!
Tribute to Janine Grosvenor-La Pierre
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UWI-ROYTEC joins with family and friends to celebrate the life of Mrs. Janine Grosvenor-La Pierre, our dearly departed colleague and faculty member. Mrs. Grosvenor-La Pierre began lecturing at the institution over twenty-six years ago when it was known as RBTT ROYTEC, and has witnessed the institution's transition to UWI-ROYTEC. She served as faculty both in the English and Communication and the Management Subject Groups.
Janine will be remembered for her unwavering devotion to her students and her passion for teaching and learning. She has left her UWI-ROYTEC family with only delightful memories of her shared wisdom, hearty laughter and charismatic personality.
Ms. Grosvenor-La Pierre was fun loving, caring and helpful. We have fond memories of her sense of style. She was indeed a fashionista! Everyone who interacted with her was embraced by her warmth and sincerity. She will certainly be remembered for her infectious laugh in the faculty room and around the campus.
Ms. Grosvenor-La Pierre will be greatly missed by management, staff, faculty, and students. We are comforted by the legacy of her service and her genuine friendship. The "Golden Diva" has left this earth, but we are all richer for having met her.
The Relevance of Using Data to Drive Your Decision Making
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LaShaun Ramdin
Digital Marketing Strategist
The term Data has become something of a buzzword in business recently, and for very good reason. Data allows business owners to leverage the endless digital insights that are now available at their fingertips, and embrace the power of data-driven business intelligence to make more informed decisions that are better for business growth and evolution. This in turn can increase their profits. By understanding how to both measure and analyse your data accurately and using the right reporting tools, you will find it easier to do data-driven decision making that will help your business thrive.
One of the main reasons why data is so important in business decision making is to ensure continuous growth and consistency. Being able to analyse data allows companies to choose new business opportunities with a higher chance of success, generate a higher level of revenue, and prepare the business for future growth by more accurately predicting future trends. Using data in decision making will keep your business head in the right direction, optimize your current and future operational efforts and make it easier to produce insights that can be quickly acted upon, in the best interests of the company.
Top companies are gradually shifting their conventional decision-making process to data-driven and are getting promising results. It's high time every business realises the importance of using data while taking all their important decisions. Sooner or later, data-driven decisions are going to become the new normal.
About the Facilitator - LaShaun Ramdin
In a Digital Marketing landscape that is growing crowded daily, LaShaun Ramdin stands out as a true expert in the field.
A graduate of Google Squared Online with a distinction in Digital Marketing, LaShaun is Certified in Google Analytics, AdWords - Search, Video, Mobile and Display.
A consummate sales professional with over 16 years of experience, she understands that like sales, Digital Marketing is about building relationships and she uses that strength to deliver to her clients a tangible return on their investments.
Among her achievements is establishing Loop News as the number one Caribbean online media platform in her role as Regional Manager and helping to grow the brand across the region with sales responsibility for Barbados, Guyana, Suriname, French West Indies and Trinidad and Tobago.
35 Years of putting persons on their path to career success
Accredited by the Accreditation Council of Trinidad & Tobago (ACTT)
Leaders in developing indigenous and industry relevant programmes
Trained facilitators who are industry experts and practitioners
Data-Driven Decision-Making for Social Media Marketing
Regular Price: TT$1,450
SPECIAL OFFER: Pair with Digital Marketing Analytics for TT$2,985
Overview
Marketing has evolved. Gone are the days of gut decisions and hoping for the best. Now, we have a new weapon in our arsenal - data-driven decision making. Much of the value of social media comes from what people are sharing and how they express their preferences, but what used to be quantified by counting likes, shares, retweets, and follows has evolved into brands being able to identify what people are thinking and feeling, what's working and what's not when it comes to campaigns, and how best to engage with your audience. In this course we will explore how to read and understand the analytics to assist us in making data-driven decisions.
Outcomes
At the end of this course participants should be able to:
- Understand the native insight platforms for the following social media platforms - Facebook, Instagram and Twitter honorable mention of TikTok
- Understand the terminology of the analytics and what it means in your decision making.
- Take a measured and thoughtful approach that first allows you to understand your audience. Determine which platforms they respond to the highest.
- Improve your targeted marketing strategy for best results.
- Report your results effectively. Keep your report succinct and to the point, remembering to provide insights and analysis to the numbers.
Interested? Click or Tap Here!
Digital Marketing Analytics
Regular Price: TT$1,595
SPECIAL OFFER: Pair with Data-Driven Decision-Making for Social Media Marketing for TT$2,985
Overview
Worldwide companies are realising the importance of analytics in their marketing activities, and the consensus is that integrating customer data collected from across various product lines and channels leads to an increase in sales. In this course you will learn how to optimize the use of analytics technologies and equip you with the right analytical skills, that can assist you to make better decisions, in your organization. You will also be introduced to the science of web analytics while casting a keen eye toward the artful use of numbers found in the digital space.
Outcomes
At the end of this course participants should be able to:
- Leverage insights from the digital marketing funnel to reach customers and enhance engagement
- Maximize reach, engagement, and conversions with optimized paid campaigns
- Measure, analyse and optimize campaigns using in-demand metrics and best practices
- Build frameworks for the successful planning and execution of campaign strategies
- Gain hands-on, working knowledge of a step-by-step approach to planning, collecting, analyzing, and reporting data
- Learn to evaluate and choose appropriate web analytics tools and techniques
- Utilize data in decision making for agencies, organizations, or clients
- Understand approaches to visualizing data effectively
Interested? Click or Tap Here!