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As our name suggests, our commitment and passion is endless and we strive for excellence in all we do.
We train and inspire people to sell more, be more productive, communicate better and work smarter.
The Soft Skills Training course is designed for students at an Intermediate level and above who wish to study at an international university in Vietnam or abroad. Take the opportunity to be fully prepared for an international university environment or a more successful career. According to the results of research conducted by Stanford Research Institute among Fortune  500 CEOs, long term success in a job is 75% due to soft skills and only 25% due to technical know how.
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. There are many stories about customer complaints and empowered employees who were able to handle those situations successfully. You're an experienced facilitator and looking for ways to introduce an experiential component to an existing program or you would like to introduce a new program. Your charged with identifying opportunities to achieve organziational goals through development of its human resources. Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service.
Illustrates the real differences between internal and external service, and is is designed to help internal service providers evaluate how well they are practicing the behaviors that constitute excellent internal service. Encourage your customer service representatives to answer, learn about, and reflect on the key questions that will help them to deliver exceptional service.
In today's competitive environment, customer service is often the key That'sets a successful company apart from others. We spoke with world-renowned expert on employee accountability, measurement and evaluation Dr. In this case, which is common, the company was beginning to question the effectiveness of its current leadership training efforts because employees continued to give leadership poor ratings. Or, a company might notice that employees are not supporting each other – they are not sharing knowledge or collaborating as much as they should — which is resulting in errors and waste or missed deadlines.
I’m reminded of a request we received from an organization to assess its need for a team-building program. Determining the value of any soft skills training program starts with collecting data that gages the participants’ reaction to the training and the changes they plan to make when they go back to work. In the second step of our process, we determine how much participants actually learned from the team-building or leadership training. Here’s where the rubber starts gripping the road – how are employees applying their new skills and knowledge to their jobs? In this phase, we measure changes in business impact variables, such as productivity, quality, time, and costs linked to the training program. Cross-functional teams will introduce at least two new products into the development pipeline. Return on investment compares the monetary value of the impact results with the cost of the program, usually expressed as a percentage. Our training consulting approach is focused on attaining the results that will help your organization achieve the strategic outcome of improving workforce performance. The California Corporate College is a cooperative venture of California’s Community Colleges. To meet your strategic business needs, we leverage the subject matter experts and workplace-specific curriculum of the statewide community college system. From that perspective, customer service should be included as part of an overall approach to systematic improvement.


In this customer-oriented environment, excellent customer service is as much the responsibility of top management and front-line supervision as it is of the employees who provide service. While everyone has a favourite customer service story, all of us have different ideas on what constitutes outstanding service. We have solutions ranging from quick profile assessments to one - three hour workshops or multi-day programs.
You see a fit with a specific program or set of programs offered by 4D Training Resources and a desired outcome.
You would like to use one of these programs as a foundation for building an internal training intitiative. With Becoming a Customer Service Star, employees and managers evaluate their behavior in 5 critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance. Customer Service Activities for Training is a collection of 38 activities, assessments, role plays, and action plans that address critical questions. Introducing the Reproducible Training Resource Library, a collection of customizable and reproducible programs. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.
Jack Phillips about how to evaluate soft skills training programs and how good soft skills can make your organization more successful. They focus on developing engineering and technical skills first and put soft skills assessment and development aside, often indefinitely.
It often comes up when the company sees a problem in employee behavior that needs addressing.For example, we once worked with a company that wanted to assess its leadership development training. As a result the company reassessed how it handled leadership training and how it measured its success. If there are too many customer complaints, it could mean the company needs to invest in soft skills training programs for its customer-facing employees.
We assess whether a company will benefit from soft skills training by determining whether the end result of the training will satisfy one or more business goals. The final step is to identify how the desired behavior would help the company attain a business goal. We asked the coordinator, “What employee behavior leads you to believe team building is the answer?” The coordinator responded, “Our people work in silos and don’t collaborate or help each other. Over many years and projects we’ve developed a recognized methodology to measure the success of soft skills training programs. To collect this information we typically distribute a survey immediately after the training. We do this by assessing the skills, knowledge or attitude changes the training was designed to teach, based on the company’s desired business goals. Participants’ behavior should change after they return to the workplace and begin to use what they learned during training.
A step is taken to discover if the soft skills training reduced the level of errors and waste, helped improve productivity, and reduced transfers out of the department. If you do the upfront work, determine your needs, set clear and measurable objectives for learning and implementation, and determine which business impact measures should be affected by a soft skills training program, then you will be prepared to progress to whatever depth of assessment your organization requires, including a financial returns analysis. Our highly experience subject matter experts will help identify the gaps that exists between what is currently in place and what is needed to address performance problems. We can deliver an extensive range of employee training programs across myriad industry sectors and levels of training—from entry level to “C” Suite. All assessments and workshops come complete with Facilitator Guide, PowerPoint slides, as well as a Takeaway Participant Guide.
Your preference is to bring a facilitator experienced in delivering these programs into your organization.


Each program comes ready to train, complete with a Participant Guide, Facilitator Guide, and PowerPointA® presentation. In this course participants will explore the concepts and benefits of superb customer service.
But if your company does not treat soft skills as the valuable commodity they are, you might wind up with a workplace where people have a hard time communicating and collaborating – and as a result an organization that doesn’t function very well. Just because you’ve hired a group of technically astute engineers and scientists doesn’t mean your company will be innovative and succeed in developing something groundbreaking. The CEO told us, “We have annual ratings of leadership from employees and those ratings have not improved in a long time. Or perhaps employees are unhappy with a particular boss’s communication style and that is causing people to transfer out of the department. We measure results in five levels: participant reaction to the training, skills learned, actions taken, changes in business results, and return on investment. The information gained from a soft skills training program might include the use of new skills in communication, conflict resolution, or leadership.
Our assessment process will help decide if training is the right approach to solve the performance issue.
Our custom training programs will help improve employee performance and skills. Read more about our custom training solution. The components that participants will study in this course include some or all of the following: time management, summarising and paraphrasing skills, citing and referencing skills, computer skills, presentation skills, professional report writing, emailing and telephoning skills. You must provide an environment that encourages people at all levels of the organization to brainstorm, generate new ideas, and make suggestions that improve your systems.
We’ve now identified two very specific business goals—productivity and reducing internal employee turnover —that can be addressed with a soft skills training program.
These new skills can have a big effect on important areas of business such as reducing errors and waste, decreasing employee turnover or improving employee satisfaction scores. Phillips provides consulting services for Fortune 500 companies and major global organizations.
It’s all about the work environment: does the company encourage employee input, motivate employees, recognize good work, and encourage teamwork and collaboration?
You also need to have a system in place that rewards employees when they make a significant contribution. The author or editor of more than 75 books, he conducts workshops and speaks at conferences worldwide. Each of these individual attitudes and perspectives on customer service are of great value as they all contribute to a complete picture of how to achieve exemplary customer service.
His expertise in measurement and evaluation is based on more than 27 years of corporate experience in the aerospace, textile, metals, construction materials, and banking industries.
This is where our programs begin - changing behaviours toward customer service - with the individual. Phillips has served as training and development manager at two Fortune 500 firms, as senior human resources officer at two firms, as president of a regional bank, and as management professor at a major state university.
His work has been featured in The Wall Street Journal, Bloomberg BusinessWeek, Fortune, and on CNN.



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