TLC (Think Like a Customer) – A Customer Service Thinking

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COURSE DESCRIPTION:
Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer service professionals. In this course, we will learn why customer service should be one of the top priorities in this increasingly competitive global economy.

In this dynamic, highly interactive workshop, you will learn what is good customer service? How can it go from good to great? What are the pitfalls that many people experience when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer-service stress? Find out the answers to these and other important customer-service questions during this information-packed training session. Participants will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers, and more.

OBJECTIVES:
In this program, participants should be able to:

   Describe exceptional customer service.
   Identify the benefits of great customer service.
   Recognize barriers to the delivery of outstanding customer service.
   Adapt to specific customer behavior styles.
   Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
   Learn techniques for dealing with angry or upset customers.
   Develop a personal action plan to improve customer-service skills.

COURSE OUTLINE:

Module 1
   Definition of customer service
   Identify your customers
   Customer expectations
   Customer service objectives
   Customer service mission statement

Module 2
   Customer service skills
   Listening
   Anticipate
   Solution provider not a problem solver
   Handling a complaining client
   LEAP (listen, organize, apologize, provide solution)
   Plus F (feedback)
   Managing difficult situations

Module 3
   Customer Expectations
   Customer communication
   Understanding Telephone/Cellphone Etiquette & Netiquette (Internet, Emails)
   Telephone Techniques
   Email ettiqutte
   Customer management

Registration Instructions:

1. Fill out the registration form by clicking the link on top of this page. You may also download the MS Word attachment send it to training@competad.com
2. Our admin team shall send you shortly the Statement of Account/Confirmation of registration. Sign the statement of account to conform and finalize your registration and email the soft copy.
3. Follow the instructions in the statement of account and complete your payment.
4. Send the scanned copy of the Statement of Account and your deposit slip.
5. Should you need an official Billing Invoice, please call us at (02) 4333342 or click here for alternative numbers.

The Philippines HR Group Summit 2016

The Philippines HR Group has successfully concluded its first publicly-held learning event last 18 November 2016 at the MK Tan Hall Bayanihan Center in Pasig City. The Philippines HR Group is an online-based group that was established in July 2015. Its mission is to create an avenue that promotes and fosters individual and organizational effectiveness by developing and offering an array of innovative, diverse, and cost-effective yet valuable events, programs and activities for Human Resource Professional and People Managers alike. The organization is composed of three groups led by Mr. Darwin Rivers – The Philippines HR Group Moderators and Administrators, The Philippines HR Group Mentor’s Circle, and the Philippines HR Group Core Volunteers Team. As it has been our advocacy in promoting learning and development among professionals in the country, The COMPETAD Team is proud to be part of the Core volunteers group that has helped make the event possible.

The highlights of the event were inspirational talks from nine of the country’s top HR Professionals. In the morning session, we listened to Mr. Sonny Santos (Chief Equipping Officer – WSPH Training & Consulting) who warmed up everyone as he spoke about the evolution of Human Resources. Then, Mr. James Estrada ,who has over 4 Decades of HRM Leadership Experience /Labor Relations Expert, heated it more with a discussion on Labor and Employee Relations. This was then it was succeeded by Mr. Danny Pancho (Former Director – People Management Association of the Philippines) who gave great ideas about rewards management. Before we went on Lunch, we also revisited our knowledge about HR Core Values from Ms. Elvie Garcia (Managing Partner – OpisHR Consultancy) where she has widened our horizon about how HR professionals must see themselves and their own values in their line of work as practitioners.

In the afternoon, we started by hearing about Corporate Social Responsibility from from Mr. Jay Jaboneta (Strategic Advisor at Institute for Solidarity in Asia/ Fire Starter and Chief Storyteller at Yellow Boat of Hope Foundation. Then, Ms. Susan Ople (Former Undersecretary DOLE/ Founder – Blas Ople Policy Center (BOPC)) gave a very informative talk about the current issues, trends, and challenges inthe Philippine’s labor condition. After that, Ms. Michelle Cordero-Garcia provided an insightful talk about retaining employees and hiring new talents. Ms. Cordero-Garcia was recognized by CHRO Asia, a high-level global professional body for Human Resource Leaders, as one of the Top 100 Most Talented HR Leaders. After that, we learned more about Training Management when Mr. Edwin Ebreo (President of ExeQserve Corporation) shared his experiences to us. Lastly, we were energized by a very humorous and reflective talk about Promoting Work-Life Balance from Ms. Daphne Granfil (CEO of DBG Training Management and Public Relations Consultancy).

Aside from the knowledge-enriching experience, the event was also spiced up by games and prizes from the sponsors, including a raffle in which the major prizes were a hotel accommodation in Boracay and another one in Baguio. The summit was attended by 226 delegates from different companies all over the country, which includes delegates from the provincial regions. It was truly a memorable and worth-while learning experience. Congratulations and more power to the Philippines HR Group in advocating such a wonderful event. This truly shows your passion and commitment in upholding your mission to the HR Community!

Win Win Negotiation Skills In Purchasing: Negotiate, Not Bargain!

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COURSE DESCRIPTION:

Most purchasing professionals think they are negotiating when in fact they are only bargaining. Is there a difference? Obviously! This is because bargaining is only one part of negotiating. The end result is most purchasing professionals get a poorer deal than they deserve.

Make no mistake about it; suppliers are going to negotiate even harder than ever before in the current difficult market conditions. The inability to negotiate properly is going to be very expensive to the company.

COURSE OBJECTIVES:

The overall objective of this two-day session is to impart the essential negotiation competencies to secure businesses on improved terms and conditions. It will also ensure that purchasing professionals are not “taken for a ride” by their customers.

WHO SHOULD ATTEND:

This course/training is designed for those responsible for planning, analysis, control, and direction of the purchasing department. Representative titles include vice president or director of purchasing or director of logistics, buyers, branch managers, account managers and seasoned regional logistics managers and account executives, sales representatives. This session is equally applicable for those managing sales processes for services/products.

COURSE OUTLINE:

The business case to negotiate

Comparing negotiation with other resolution methods

Common pitfalls that purchasing professionals fall into and how to avoid them

The use of power in negotiation

When NOT to negotiate

Understanding own negotiation tendencies

Strategies to improve and move away from our tendencies

The phases of negotiation

The 3 Ps

Principles that good negotiators use

Knowing where your company stand in the supplier’s eyes and implication on negotiation strategy

Please fill the information below should you wish to register to any of our public training schedules.

Public Training Application Form

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First Name:*

Middle Name:

Last Name:*

Email:*

Company Designation:

Contact Number:*

Training Title (Please copy from your Source):*

Training Date (Indicate the preferred date among the choices in the Public Training Calendar):*

Company Name:

Company TIN (for receipt purposes; company sponsored):

Company Address:

Contact Person (e.g HR, Supervisor):

Contact Person Email (if other than participant):

Company Phone (local of the contact person):

Dietary Restrictions (if applicable):

Business Style (for receipt purposes; company sponsored):

Please Indicate how you learned about COMPETAD:

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Thermographic Surveying with Hands-On (Thermal Imaging)

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COURSE DESCRIPTION:

Infrared Thermography is one of the most valuable tools available for inspecting electrical systems. Too often, however, the use of the technology falls short of its potential full value. Why? A primary reason is our failure to understand the basic heat transfer science involved and, thus, misinterpret the thermal signature of a component possibly headed toward heat-related failure.
This course will present case studies that present real problems that the thermographer will experience in the field. This course objective is to give a proper training to engineers engage in this field, giving them a good understanding of radiation laws and parameters to take into consideration when carrying thermographic inspections and measurement. Participants learn to avoid costly mistakes.

TARGET AUDIENCE:

    1. New Thermographer Surveyors.
    2. Those intending to buy or use Infrared Thermography.
    3. Service Providers providing Infrared Thermography services; and
    4. Maintenance Engineers who are interested to learn Infrared Thermography as an advance tool in maintaining their own facility/assets.

COURSE OUTLINE:

      1. Infrared Safety.
            a. Blast Hazard.
            b. PPE.

      2. History of Infrared Thermography.
            a. Electromagnetic Spectrum.

      3. Uses and Applications of Infrared Thermography

      4. Thermal Instrumentation Overview.
            a. Contact Sensor.
            b. Non-Contact Sensor.
            c. How does Infrared Camera work?

      5. Basic Thermal Science
            a. Definition of Heat.
            b. Temperature vs. Heat.
            c. Temperature Defined.
            d. Units for Measuring Temperature.
            e. Absolute Temperature Scales.
            f. Relative Temperature Scales.

      6. Basic Heat Transfer
            a. Direction of Heat Flow
            b. Conduction
            c. Convection
            d. Evaporation / Condensation
            e. Radiation
                  i. Black Body
                  ii. Real Targets

      7. The Infrared Camera Measurement Functions
            a. Level
            b. Span
            c. Isotherm
            d. Spot Meter
            e. Area Function
            f. Image Capture

      8. Thermal Image Interpretations & Shooting Techniques
            a. High Emissivity
            b. Low Emissivity
            c. Thermal Gradient
            d. Thermal Analysis
            e. Thermal Tuning
            f. Palettes
            g. Reflection Recognition
            h. Avoiding Spot Reflection

      9. Reporting and Documentation.
            a. Methodology.
            b. Qualitative Analysis
            c. Quantitative Analysis
            d. Elements of Good report.

      10. Summary: Difficulties of Inspecting Electrical components.
            a. Low Emissivity/High Reflectivity.
            b. Load.
            c. Convective Cooling.
            d. Thermal Gradient.
            e. Ambient Air Temperature.

Registration Instructions:

Time and Stress Management Workshop

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COURSE DESCRIPTION:
When stressed, an individual’s performance drops. His productivity lowers. His health suffers. When employees are stressed, it may result to poor business performance. With our Time and Stess Management Module, you can help employees increase their stress thresholds as they learn to understand stress and why it can affect them.

One of the major sources stress would be deadlines and ineffective management of time. Because of this, the module covers topics in managing time effectively. This way, you can minimize your stress in managing deadlines and you can lead your way to a productive work day every time.

COURSE OUTLINE:

Module 1: Understanding Stress
   A. Statement of Course Objectives
   B. What is Stress?
   C. Facts About Stress (The interesting Ones)
   D. What are the Types of Stress? Eustress Vs Distress

Module 2: Your Stress – Doing Something About It
   A. Stress Self Check (Activity)
      1. Our Daily Stressors (Discussion of Some Day-to-Day Stress Sources)
      2. Burn Out VS Rust Out – Reactions to Stress (Activity)
   B. Adapting to Stress (Coping Styles)
   C. Activity: Creating A Stress Management Plan
   D. Lifestyle Changes
      1. Laughter
      2. Accessing Social Support
      3. Deep Breathing, Meditation, Visualization, and Yoga
      4. Exercise
      5. Sleep
      6. Balanced Diet

Module 3: Time Management
   A. Statement of Course Objectives
   B. What is time Management?
   C. Why do we need to manage time?

Module 4: Taking Action
   A. Biorhythms
   B. Procrastination
   C. Prioritization
   D. Effective Activity Planning
   E. Workspace Management
   F. Managing Daily Interruptions
   G. Delegation
   H. Debrief and Final Activities

Registration Instructions:

Change Management Leadership Module (Guiding People through Changes)

This Module shall help business leaders in forming effective groups. This module is for companies with consistent changes, shuffling teams, merging programs, merging departments, and other such changes. It provides insights about how changes happen, what predictable stages it has, and how managers and supervisors can guide their direct reports thru such changes and minimize any costly business impacts caused by changes.

I – Introduction of Participants

II – Objectives and Topic Introduction

1. What is Change Management and why is It Important?
2. What are Some Effects of failure to manage people thru changes?
3. Premises of Change
4. Activity: Group Flipchat Activity (Process Change, People Change, Technological Change, Cultural Change)

III – Challenge of Integration (Putting together individuals into a single unit)

1. Symptoms of a Merger Drift (Discussion+Activity)
2. Adjustment Period (Apathy, preoccupation in the past, lack of commitment, resistance to change, etc.)
3. Dealing with New Team Members
4. Getting Back to Work
5. People’s Responses to Change (Discussion+Activity)
6. The ready
7. The Wanting
8. The Wrung Out
9. Steps in Building Our New Team and Moving On
10.How People Cope (Activity)

IV – The Stages in the Transition Process (What each step is and what to do in each)

1. Routine
2. Change
3. Acceptance and Denial
4. Letting Go
5. Confusion
6. AHA
7. Verification
8. Renewal

V – Debrief: Activity to identify where in the change process stages the participants are and how they can cope at that stage to get to the stage of renewal

Please fill the information below should you wish to register to any of our public training schedules.

Public Training Application Form

* indicates required field

First Name:*

Middle Name:

Last Name:*

Email:*

Company Designation:

Contact Number:*

Training Title (Please copy from your Source):*

Training Date (Indicate the preferred date among the choices in the Public Training Calendar):*

Company Name:

Company TIN (for receipt purposes; company sponsored):

Company Address:

Contact Person (e.g HR, Supervisor):

Contact Person Email (if other than participant):

Company Phone (local of the contact person):

Dietary Restrictions (if applicable):

Business Style (for receipt purposes; company sponsored):

Please Indicate how you learned about COMPETAD:

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Effective Telemarketing Techniques Workshop

Course Duration: 1-2 Days

A Telemarketing call can either make or break a company’s success. Because of this, it is very important that frontline staff members engaged in Telesales have the basic knowledge and skill on how to properly handle outbound calls in order to build the right image for your company. This training module provides ample information and application thru practice on key ingredients that make up a successful Telesales call to ensure that your staff members are equipped with what they need to succeed.

OBJECTIVES

After going thru this training, the participants are expected to:

Learn the step-by-step process of an outbound Telemarketing call.
Review etiquette in making outbound calls.
Learn to keep your customers on the phone
Learn basic Objection Handling Techniques

Methodology:

The session shall be a mixture of interactive discussion and exercises geared to ensure that your associates does not only know how to make effective telesales call, they also have the skill to apply the knowledge when they perform these activities.

Who Should Attend:

Employees of companies who utilize Telesales as a marketing tool.

Topics to be Discussed:

What are the steps involved in a successful telemarketing call?
How to build rapport with customers
How to ensure that customers have a positive first-impression toward your company
How to handle customer objection
Changing your attitude for better results
Activities that will practice your telemarketing skills