TRAINING IS AN EVENT – LEARNING IS A PROCESS

The Defining Edge Training and Development is successful because we listen. We focus on your needs to ensure your investment with us provides the results you desire.

Training Success

A CUSTOMER EXPERIENCE SKILLS ANALYSIS by The Defining Edge Training and Development provides you with the ability to understand where gaps may fall in a myriad of critical areas.

It will offer you the opportunity to address these gaps, ensuring your business can present world class standards. To provide a complete assessment of what your clients' or customers' currently experience, we spend a day in your business unobtrusively observing every process and interaction to fully understand the role your staff play.

Being independent, we often find we become aware of both overall and specific processes, actions and thoughts that owners and managers are not privy to with their busy schedules.

A comprehensive and completely confidential report on your current processes, along with any recommendations drawn from my observations, is provided for your specific organisation.

  • Exceptional Customer Service

    Do your staff know the difference between good customer service and your customer’s true expectation of exceptional service. Empower them with that knowledge, along with how to deliver world class exceptional service, and watch your customer relationships grow into lifelong ones and your staff satisfaction levels peak.
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  • Telephone Perfection

    You have 4 seconds to create a positive first impression of your business. Are your 4 seconds working for you?

    Each point of contact is an essential link in the chain of your customer relationships, with the first contact often through the telephone which makes it an essential component to get right - every time. Our course teaches the professional skills to ensure this is not an avenue of lost business opportunity you may never be aware of.
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  • Leadership and Human Diversity

    Identifying and understanding both yourself and others is powerful and empowering. It helps us work together in synchronization and appreciation. Our Leadership workshops help you discover insights into personality differences and offer you the skills to develop and utilise the strengths within your team. You become amazed and surprised at how differently you view your colleagues after you understand their basic make-up. Insight into how others view things and come to decisions allows you to become a better communicator and teaches you how to develop a healthy interactive and interdependent team.
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  • The Defining Edge Signature course: Exceptional Customer Experience and Leadership through Understanding Human Diversity

    Christine is a sort after customer experience specialist who believes that “it is not what we know, it is what we do that matters”. She helps her clients discover what their customers want and how to create a world-class exceptional experience they can't get anywhere else, so they won't go anywhere else. With customer service being a silent killer in a business, empowering your staff with these skills is as essential as their technical skills.

    Karen specialises in Human Diversity and team. Identifying and understanding both yourself and others is powerful and empowering, helping us work together in synchronization and appreciation. The workshops help you discover insights into personality differences and offer you the skills to develop and utilise the strengths within your team. You become amazed and surprised at how differently you view your colleagues after you understand their basic make-up. Insight into how others view things and come to decisions allows you to become a better communicator and teaches you how to develop a healthy interactive and interdependent team.

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  • Managing Difficult and Demanding People

    Are you aware of the high percentages of customer loss and staff turnover if you are not skilled in the appropriate way to provide an ideal solution to any difficult customer situation or staff conflict? Our course can provide you with the skills and ability to avoid these costly losses. The Customer Service Institute of Australia notes that 65% of people take their business elsewhere if dissatisfied and 27% state that once their custom is lost, it is lost forever.
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  • Introduction to Supervision and Leadership Skills

    Do you know the difference between being a manager and a leader, or what difference that can make in retaining staff and having them reach their potential? That difference may even be hampering your own career or business growth.
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  • Communication Excellence

    Do you want THE job, THAT promotion or harmonious and beneficial working relationships? The way we interact with others can be the key to personal or workplace success, whilst communication skills can make – or break – your chance for achieving your goals. This course will hone your existing skills and help you to communicate with real impact to maximize your career and business potential.
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  • Business Effectiveness / Time Management

    Do you or your people feel stressed and overburdened by how much work you need to do your day?

    Regain control by learning the keys to prioritising and managing your day more effectively. We will show you how to create personal sytems that will work for your individual circumstances.
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  • Business Etiquette: How to create a positive first impression

    The 4 seconds you have to create a positive first impression in business can impact on your ability to reach your personal or career goals. Unfortunately we are judged on many levels at each encounter, so learn the subtle changes needed to reach your ideal goals.

 

Our training is provided in a familiar environment on site at your workplace to provide better opportunity for staff participation, which will maximise the benefit to your organisation.

Training is an event, learning is a process. Empower your people to create the defining edge and take your business success to the next level.

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