Note from the Editor:

Reader’s Forum

Question

How can Palomino Training Solutions help me to complete my Workplace Skills Plan?

Answer

STEP 1: Conduct a Skills Analysis with all the employees to determine their training needs.  Download our free Skills Analysis Form to help you in this step.  Complete one for each employee.

STEP 2: Using the information from the Skills Analysis Forms, determine what training is required and how many people require it.

STEP 3: Choose the appropriate courses from Palomino Training Solutions’ wide selection of workshops.

STEP 4: Contact Palomino Training Solutions for our detailed training rate card.  This gives you all the prices for various group sizes and course durations.

Why is my Customer Angry?

How often do you get annoyed or angry with customer service representatives at companies you call?  How often do your customers get angry with you?

Angry customers don’t usually start out that way.  They might have a complaint or a problem, but that is not necessarily what makes them angry.  Something over and above the problem happens in order to make them aggravated.  That “something” is often the person answering the phone, their behaviour or their attitude.  It’s these people who are driving customers away from your business straight into the open arms of your competitors.  Don’t be one of these people; don’t let your employees be these people.

As an employee who answers the phone or deals with customers who might have a complaint or a problem, learn how to “LEAP” into helping your customers.  Click here for more information.