Training and Human Resource Services

Many of Market Viewpoint’s clients have taken advantage of the human resource services and training workshops developed by this organization. These programs were born from the market research gathered in the mystery shopping process and they are in direct response to the issues and challenges faced by today’s business organizations.

Our trained staff of credentialed professionals can assist you with your human resource needs that include such services as 360 Degree Feedback Surveys, Exit Interviews, Leadership Development, and Performance Coaching, to name a few.

Our Training Design and Facilitation team will be with you every step of the way to create training programs targeted on your areas of need. Some of our most popular programs include:

Telephone Skills Training and Development

Practicing Customer Service Excellence
in the Workplace

Team Building

E-mail Etiquette on the Job

Stress Management

Additional Topics

Telephone Skills Training and Development

Effective telephone skills are basic, but critical. The telephone is often the first and frequently the only contact we have with our valued customers. Accordingly, client relationships and retention can depend on the impressions our staff gives on the phone. We must work to create the right impression.

Whether your staff spends 8 hours or 8 minutes a day on the telephone, we all periodically need to assess and improve our telephone techniques. This two-hour course will enable your staff to:

Understand and appreciate the importance of Telephone Customer Service
Examine the importance of Client Relationships
Develop effective ways to handle calls
Skillfully manage the angry or dissatisfied caller

Practicing Customer Service Excellence in the Workplace

Understanding and servicing the needs of its clients will take your business from being a market leader to a market dominator. Using a highly interactive format, this two-hour course will:

Enable you to build and maintain positive relationships with your clients
Provide tips so you can practice excellence in service daily
Help you identify and eliminate the barriers to delivering superior customer service
Focus on the contributions of each member of your team makes

E-mail Etiquette on the Job

A brave new world has dawned where new pitfalls exist. As if we didn’t have enough worries…”dissing” our valued clients personally or via the phone…now we can do it in cyber space! According to Vault.com, 80% of employees say that e-mail has replaced “snail mail” and 45% say it has replaced phone calls!

E-mail etiquette isn’t about arbitrary rules, but is a blend of common sense, common courtesy and what is becoming common knowledge…use of the net.

In this interactive 2-hour session we will:

Discuss the 10 Principles of E-mail Etiquette
Provide an Etiquette Checklist
Help you to reply correctly and cope with e-mail overload
Review your office culture/company policies
Discuss inappropriate e-mail (gossip, jokes, and personal stuff)

Team Building

The emphasis on teamwork is an important part of what’s going on at work today. This program is meant for managers, supervisors and all employees. It can be tailored to be presented in a full day session or in mini sessions designed to meet the needs of your workforce.

This highly interactive program will allow your group to experience the dynamics of teamwork firsthand. Topics to be covered include:

Basic strategies for leading team meetings
Turning diversity to a team’s advantage
Recognizing and dealing with ineffective teams
Playing down yourself and building up others
Tension and conflict management

Stress Management

Part of our “Lite Lunch” series, this fast paced, one hour session focuses on stress at work and how to deal effectively with it. We will focus on causes, our ability to deal with stressors, based on our moods; and provide tips and techniques for dealing with the stressors we face daily.

Contact Us

For more information on the development and facilitation of all of your customer service, sales and human resource training needs, call or e-mail today!.

Contact us info@marketviewpoint.com

Phone: 610-942-7030 • Fax: 610-942-7031
995 Fairview Road • Suite 202 • Glenmoore, PA 19343-1813