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Author: Rosy King

7 Powerhouse Customer Service Tips

Written by Rosy King on . Posted in Customer Service.

7 Powerhouse  Customer Service Tips

Brought to you by: Rosy King @  Corporate Training Options

 

Customer Service training with CTO    

 

 

“The goal of a company is to have customer service that is not just the best, but legendary.”

Sam Walton      

 

 

 

Customer service is the face of your business, and you want to ensure that your team performs at their best possible levels, at all times.  There are several things you can do today for your customer service team, to ensure they deliver excellence.  These 7 powerhouse customer service tips will help your team provide quality customer service, and make lasting impressions on your customers.    

 

“Do what you do so well that they will want to see it again, and bring their friends.”

Walt Disney  

 

7 Powerhouse Customer Service Tips to Deliver Customer Service Excellence

 

Be Proactive

Don’t wait until there’s a fire in your business to wonder how you should put it out. Instead, be proactive. Have workable action plans in place to help your customer service team deal with situations as they arise.  Practice the plans, so your team can deliver solutions for your customers quickly and easily.  

 

Foster Open Communication

Your customer service team should know your business’s philosophies and standards. Every employee that has some type of interaction with a customer, should have an in-depth understanding of your customer service standards, so there’s no confusion.  If there are areas they don’t understand, ensure open discussions are encouraged, to inform and enable your team.  

 

Treat Your Customers with Respect

The saying goes: “The customer is always right.”  While this may not always be true, it’s critical that your team treats every customer with the utmost respect and courtesy.  This culture of respect should extend between employees as well.  

 

Train your Team to be Problem Solvers

Instead of choosing to let go of a problem customer, you can train your team to rise to the challenge and work with them to solve the problems your customer has.  Not only can this help build your customer relations, but it strengthens your employees’ problem solving skills.  

 

Listen to Customer Feedback

Feedback will help your organisation to grow, as it provides you with new ways to constantly improve your services.   Make sure your entire team listens to feedback you receive from your customers.  Then use this feedback to upgrade your processes.  

 

Under Promise and Over Deliver

You should go to great lengths to keep your customers happy, and this includes not promising things unless you are 100% certain that your organisation can deliver. Instead of setting yourself up to fail, under-promise what you can do and dazzle your customers when you over-deliver.

An example of this might be that you know your shipment of new products is arriving next Monday.  One of your best customers is waiting for this product to arrive.  Contact them, and let them know you can deliver the product by next Thursday.  You have now set an expectation in their mind.  So just imagine how delighted they will be when the product actually arrives at their office on Tuesday – two days before the promised date.  

 

Monitor Your Competition

You want to outshine your competition, and one way to do this is to observe what they’re doing well.  Then, take what you learn and incorporate it into your own customer service practices.  This is a great way to shine, and also to leave your competition in the dust.  

 

 

“It can take months to find a customer….  Seconds to lose one.”

Vince Lobmardi

 

Smile on the phone - customers can hear it in your voice    

Want to know more about improving the skills of your Customer Service Team?

To gain an all-star customer service team, you have to give them the tools they need to thrive.  CTO’s training course – Customer Service Excellence – provides critical success training to ensure your customer service team is delighting customers.  

Your team will learn about:

  • The value of caring about your customers
  • Trends in customer service
  • How you can make a difference by applying the human touch
  • Managing face to face contact and the benefits of active listening
  • The value of complaints and the service recovery process
  • Learn who the customer is and about customer relationship management
  • How to engage with difficult customers when they are angry or unreasonable
  • Ways to increase customer loyalty and those moments of truth
  • How to increase sales via customer service
  • Sales orientation and the nature of persuasion

 

After completing your Customer Service Excellence one-day course, your organisation and team will have achieved a number of learning outcomes.

These learning outcomes include:

  • Acquire tools to provide quality customer service and make lasting impressions on customers
  • Explore how customers define the success of your organisation, as well as a customer’s emotional behaviour, and how that sensitivity influences his or her decision making
  • Discover techniques to increase customer satisfaction through your behaviour
  • Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers
  • Identify the stages of customer management and recognise who your internal customers are – you will also explore value chain management and how to make positive long-term decisions that add value to your company
  • Identify the guidelines for dealing with unreasonable and irate customers
  • Take action to increase the loyalty of the customers you serve
  • How to increase sales via customer service

 

If you’re ready to upgrade your skills to provide Powerhouse Customer Service, or you wish to tackle some new challenges, contact Corporate Training Options today for friendly, professional advice. We’ll discuss your specific needs, and tailor a training course to suit your requirements.  

—

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

www.cto.com.au

 

Corporate Training Options  

 

       

Teamwork with Microsoft Teams

CTO Training Tip – Microsoft Teams

Written by Rosy King on . Posted in Tech & Tools.

How to create a new Team in Microsoft Teams

Teamwork with Microsoft Teams

Would you like to create a new team in Microsoft Teams?

When you first begin working in Microsoft Teams you will usually be working with teams which have already been created by other people within your organisation.  However, there may be times when you want to create a new team yourself.

When you create your own team, you can add members to it, so you can collaborate with them.  You can then send them messages, share files, participate in video chats, work together on projects, and so on.

 

The steps to creating a Team are as follows.

  1. In the Microsoft Teams sidebar, click on Teams to display the Teams tools and options in the middle and right panes of the Teams window
  2. Next, at the bottom of the middle pane, click on Join or Create a Team
  3. Then, click on Create a Team in the right pane, which will open the next window

 

Image to Create a new Team in Microsoft Teams

 

  1. In the Create your Team window, you can choose to Build a Team from scratch, or Create your new Team from an existing Office 365 group or team

 

Create your Team in MS Teams5. Next, choose your Team’s Privacy Level.

  • Select Private if you only want the people who are part of your team to view the team’s content.
  • Select Public if anyone in your organisation can join your team.

Set up a Private Team in Microsoft Teams

  1. Give your Team a name and complete the team details, then click on Create

 

CTO Training in Microsoft Teams

 

7. Next, add your team members, or skip this step if you prefer.

 

Add Team members to Microsoft Teams

 

8. Your new Team will now be created. From here, you can continue to add more people to your team or create new channels if you prefer. You can also start a new conversation from this window.

 

Add Channels to Microsoft Teams

 

 

If you require Microsoft Teams training in your organisation, please don’t hesitate to contact us.

We can customise your Teams training to suit your requirements and present your training on dates which suit you.

Corporate Training Options

 

 

 

 

SharePoint Training with CTOI

Powerful Productivity with SharePoint

Written by Rosy King on . Posted in Tech & Tools.

You can have powerful productivity with SharePoint tools at your fingertips.  Here’s how to use Microsoft SharePoint to your Best Advantage

Brought to you by: Corporate Training Options

 

SharePoint in Office 265

 

More than 200,000 organisations and 190 million people worldwide have SharePoint for intranets, team sites and content management. Why you may ask?

Microsoft Sharepoint is web-based intranet software that has purposely been designed to increase the efficiency of your organisation, as well as dramatically improve teams’ collaboration and innovation.

It helps to improve your company’s processes by reorganising the administration of – and access to – data. The software is unique because it gives users access to versioning and check-in and checkout functions – with everything in one place.

And, for added convenience, it can be configured to run Internet, Intranet and Extranet sites.

SharePoint Training with CTOI

So, could your organisation’s internal communication be more efficient?

Do you want powerful productivity with SharePoint when working on projects?

Find out more about our Microsoft SharePoint Training Courses here.

Here are the areas where you can realise powerful productivity with SharePoint.

Integrated with Office 365

SharePoint integrates with Office 365, providing you with  effective document management capacity. It makes your work processes more efficient and saves you time. This impacts your business’s bottom line.

Version Tracking

One of Microsoft SharePoint’s key features is that it tracks versions of your documents. There is a lot of information available about each file – when team members look at it, they see its entire history. Version tracking makes the whole process of reading, writing and managing files and projects easier.

SharePoint enables Staff Collaboration and Communication

Are you finding it difficult and time consuming to collaborate with team members on projects?  SharePoint allows you to share and manage content, knowledge and information quickly. It’s much more effective than emailing where documents can become lost, or emails remain unread. Any messages between your staff are merely posted on SharePoint – everyone has instant access.

SharePoint is designed around getting your staff members to work from a central point in a team environment. This is great in all types of organisations, especially where there are multiple branches and team members working offsite.

While some of your people may only interact with other staff sporadically, and others continuously work together, SharePoint has one central meeting point where everyone can collaborate.

SharePoint Group

Great for Editors

Microsoft SharePoint is ideal for editors. You can see all versions of documents and reports run in relation to the documents. You can see a history of the document and edit it as needed – looking at multiple versions if appropriate.

Ease of Use

With proper training, even your non-technical people can administer, change and update SharePoint. It’s a simple and easy to use point and click system.

Designed for Efficiency

SharePoint has been designed with efficiency in mind. Using the program, your staff can set up websites to share information with other team members, manage documents from start to finish and share reports.  This allows your managers to make better decisions regarding your projects.  SharePoint allows you to transform your business processes, using  libraries and lists, and apps such as Microsoft Flow and PowerApps

Ideal for staff in all Departments

Microsoft Sharepoint is designed for to be used by your staff in every area of your organisation. It provides dynamic team sites for every project team, division or department.  You can share files, data, resources and news effortlessly and securely.  You can work with others both inside and outside your organisation, across Macs, PC’s or mobile devices.

In Summary

SharePoint is excellent if you are working on projects where information needs to be continuously shared.  Sites for your team are managed, reports created, and documents accessed from one central spot.  SharePoint increases the efficiency within your organisation, as well as dramatically improve teams’ collaboration and innovation.

So, are you and your team making the most of this powerful productivity tool?

 

 

Corporate Training Options

 

 

 

 

At Corporate Training Options our highly skilled trainers have extensive experience in using Microsoft Sharepoint, and providing training in the software.

Our Microsoft SharePoint – Introduction course will provide you with the skills to navigate SharePoint Online, create team sites, create and use basic libraries and lists, and much more.

Enrol today or contact us for more information!

 

Power BI onsite or elsewhere

The Benefits of Power BI

Written by Rosy King on . Posted in Tech & Tools.

By: Corporate Training Options, Australia

Power BI Dashboards

 

 

 

 

What are the benefits of Power BI for your business?

Business never sleeps. It never takes time off, nor slows down.

Therefore, part of your competitive advantage lies in getting the latest and most essential information instantly.  You can then analyse it and use it to make informed decisions quickly and flexibly.

For these reasons, you need the Power BI app from Microsoft as an essential part of your workplace toolkit.

Power BI does much more than provide up-to-date, raw and unrefined business information. Business leaders from CEOs of global corporations to owners of family-run small businesses will benefit from this app in a variety of ways.

 

What is Power BI?

Power BI from MicrosoftMicrosoft Power BI is a Business Intelligence product.  It’s a cloud based business analytics tool, which you can use to view an extensive range of data through interactive reports and dashboards.

With Power BI you can visualise, analyse and share data at a much faster and more efficient rate, allowing you to discover insights into your organisation and your industry, and to forecast trends.

Power BI provides near real time analytics at any point and you can distribute business intelligence (BI) across your organisation, working both in the office or on mobile devices.

With Power BI, you can collaborate with your team to gather useful business information and easily turn data centered reports into live dashboards with the help of cloud services

If your organisation is looking to gain a better insight into your business, competition, and customers, while keeping pace with constantly changing market conditions, Power BI is a great business intelligence solution.

 

How does it work?

Power BI is used to find insights within your organisation’s data.  It lets you:

  • Import data into your interface from various sources
  • Integrate and connect to various platforms
  • Transform and clean your data to provide data visualisation, making your information more understandable
  • Use your data models to analyse your data, to find patterns and help you make business decisions
  • Ask questions of your data, to get instant answers in layman’s terms

 

The Benefits of Microsoft Power BI

Power BI can provide executive dashboards for your managers, giving them more insight into how departments are doing.  You can use it to create reports and forecasts to aid sales and marketing reps, or provide data for team leaders on how individual employees are progressing toward their goals.

There is a portal for administrators, to help configure the implementation of Power BI, as well as monitor usage and licenses.

And one of best things about Power BI is the ease with which any individual can do these things.

 

Making critical and informed decisions about your business requires more than just information.  You need business intelligence. 

Power BI data analysisThe Power BI app from Microsoft  provides business information and insights on what you need, when you need it.  It connects you with data organised by category, presented with appealing and interactive visual aids.

Your Power BI app keeps you connected to members of your team and others. It can share published reports, enhance collaboration, and help you share insights, while promoting better communication.

With your mobile phone, tablet or laptop, you have access toPower BI’s business intelligence and communications tools, wherever you are.

 

How can you Learn to use this Essential Business Tool

While the Microsoft Power BI app has earned praise for its ease of use, taking professional courses will allow your team to get the most out of the app – and maximise the benefit for your business.

Want to Learn More about the Microsoft Power BI App?

Taking a course in Power BI is the best way to learn its qualities quickly.

Corporate Training Options’ Microsoft Power Bi course is perfect.

You and your team can learn from experts and quickly discover the value of this vital product – the best intelligence possible to help you make informed decisions for your business.

Our Microsoft Power Bi courses provide important usage information, useful tools and clever tricks, as well as answers and ideas on your real-life questions from those who know best.

 

Corporate Training Options

 

 

 

Why Choose Corporate Training Options?

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite courses which are tailored to meet your requirements.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

We will address your pain points and facilitate customised, onsite training that provides you with a solution to your immediate problem, plus teaches your team valuable new skills.

 

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

 

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.com.au

 

 

 

 

 

 

CTO Training for Microsoft Teams

6 Awesome Benefits of using Microsoft Teams

Written by Rosy King on . Posted in Tech & Tools.

By: Corporate Training Options, Australia

Teamwork with Microsoft Teams

 

The benefits of using Microsoft Teams are many, including allowing you to harness the changes in the business world in recent times.  We now have:

  •  greater mobility
  •  widespread internet availability
  •  rising popularity of distributed teams
  •  more flexible working options

It is now an absolute minimum requirement for organisations to have online communications and collaboration hubs.  So wherever you are, you can keep doing business, working with a laptop or smartphone.

Microsoft Teams improves collaboration

We’ve adopted Microsoft Teams in our organisation this year, and with staff located across Australia, it has become an essential tool for us to run the business. So, I’d like to share with you some of the awesome benefits of using Microsoft Teams software.

 

Teams is included in Office 365

 

Firstly, did you know that Teams is included with your Microsoft Office 365 subscription?  Many organisations are paying for applications like WebEx, Skype for Business and Slack.  As a turnkey solution, Teams can simply be ‘switched on’ in your Office 365 account, so you can start enjoying improved collaboration and productivity without the added cost.

When used to its full capabilities, you could say that Teams is like WhatsApp, and FaceTime on steroids.  In my opinion it is game-changing for your staff, and the way you interact with your customers. Have I got your interest now?  Let’s take a look.

 

Microsoft Teams can enhance productivity and improve communications

Have you ever worked on Trello for project management, used Gmail for email, Zoom for video meetings or Slack for group messaging and chats?  If so, you would already be familiar with the need to switch screens and log in separately to access these different platforms.

One of the benefits of using Microsoft Teams is that everything is conveniently available in a single app and interface – from online meeting records, conversations, chats, shared files, tasks, and so on.  Popular Microsoft applications like Word and Excel, as well as a wide range of third-party software, can be seamlessly integrated into the Teams workspace so you can get your work done without the need to switch apps or leave Teams.

And the good news is – IT JUST WORKS!

 

Teams can help people focus on their tasks and be accountable

Microsoft Teams features secure channels for one-to-one or one-to-many messaging and chats.  The channels contain conversations, document repository and even meetings relevant to each channel.  This way, you can focus on the task at hand and engage with the people in the channels where you actually work. This means up to 30% less emails – and that translates into less NOISE!

 

Teams improves transparency and makes it fun

Make work fun with Microsoft TeamsTeams makes it easy to keep everyone involved in a particular project in the loop, through the channels feature, which acts a “sub-team”. If you need to communicate anything to some people in the channels you work in, all you need to do is @-mention them with your message. Everyone in the channel will see it, and the people mentioned can respond.

What’s more, communication enhancement elements like GIFs, likes, emoticons, and live link previews are automatically enabled, thereby promising a richer, more expressive communication platform. And if you happen to have a multilingual workforce, automatic translations of conversations are easily switched on.

 

The Teams hub facilitates a smooth transition to the Cloud

Teams is a fully cloud-based app, so your organisation’s transition to a cloud-based digital workplace will be seamless. With Teams, there’s no need to carry around files and documents or storage devices.  Anywhere you are, as long as there’s internet connectivity, you can conveniently access your workspace and stay on top of everything.

 

Microsoft Teams can make the adjustment phase easier for new staff

CTO Training for Microsoft Teams

The benefits of using Microsoft Teams when on-boarding new staff is that the orientation process can be shortened.  There’s no need for lengthy explanations and introductions.

All you need to do is to include new team members in the channels they’ll be working in, and give them access to the files and documents they need, so they can start being productive.

 

Microsoft Teams – Document Version Control

The Microsoft Teams document collaboration tools mean you can take away version control and say goodbye to emailing back and forth various versions.  How good is that!

 

Of course, to fully harness all the advantages that Teams offers, you must know how to use it – well!  We have seen some outstanding results with our customers that are lighting up Teams.

We have two training options for you, which are the Microsoft Teams Introduction Course and the Teams 90-Day Adoption Program .  Both offer different levels of skills outcomes and can be booked directly on our website. Alternatively, please call CTO to discuss a more tailored solution for your organisation.

Please feel free to contact us to discuss your requirements for Teams training.

 

 

Learn more about the courses

The topics covered in our Microsoft Teams 1-day Introduction Course include:

  • Introduction and overview of Microsoft Teams
  • Creating and managing Teams
  • Team Conversations and video conferencing
  • Working with Teams
  • Managing Teams
  • Team Meetings
  • Microsoft Teams Mobile App

 

If you would like to take advantage of our Microsoft Teams Corporate Adoption Program, we will assist you to implement a 3-Phase Rollout, as follows:

Phase 1 – Start

  • Customer On-boarding and Teamwork Assessment Survey
  • Teamwork Readiness Workshop for Leadership Team
  • Setup your first Teams and Channels
  • Develop your Roadmap, Action Plan & Deliverables

Phase 2 – Experiment

  • Integrate your Microsoft Applications
  • Develop your Champions Program
  • Governance QuickStart – to develop your framework of best practice
  • Onboard your HelpDesk Support Team

Phase 3 – Scale

  • Define Outcomes and Measure of Success
  • Drive Awareness of the Teams roll-out program
  • Implement Training for all end users
  • Schedule Service Health Reviews

 

 

Corporate Training Options

 

 

 

 

Why Choose Corporate Training Options?

We will address your pain points and facilitate customised, onsite training that provides you with a solution to your immediate problem, plus teaches your team valuable new skills.

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite, customised courses.  Your courses are delivered by more than 300 expert facilitators, who are located around Australia and in a number of international locations.  CTO Training provides a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are tailored to meet your requirements and can assist you to develop your skills in a range of topics, including:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development

 

For more information on the full range of Business Training Courses available, please visit the CTO website – cto.com.au 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

 

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.com.au

 

 

Office 365 helps run your organisation

Transform your Business with Microsoft Office 365

Written by Rosy King on . Posted in Tech & Tools.

By: Corporate Training Options, Australia

 

 

 

 

 

 

 

Microsoft Office 365 cloud software provides productivity and communication applications essential to any team and modern organization. These applications are the benchmark of software essentials, providing you with the tools you need for effective collaboration and communication.

 

The Benefits of working with Office 365

With 83% of organisations worldwide using Office applications, Microsoft Office 365 is an essential tool for workplaces and teams.  It helps you in a variety of ways, including. 

  • Increase productivity, by being able to manage daily tasks faster and easier
  • Improve communication, when you connect with team members and clients through teamwork apps
  • Streamline your business functions irrespective of the size and number of employee’s your organisation has
  • Access and use applications from any device – PC, tablet, mobile phone
  • Easy to set up, with access to support as required
  • Helps protect your intellectual property, data and business operations, with Microsoft security
  • And much more

 

Increase Productivity with Office 365

Office 365 improves Productivity

The ultimate question is, can you do your job more easily using Office 365.  The answer is yes, because Microsoft is invested in making your experience when using Office 365 easy and simple.  If you haven’t moved to Office 365 yet, you should certainly consider the upgrade.

 

CTO runs Office 365 Introduction courses at your workplace, on dates that suit you.  You can see the course outline here – Introduction to Microsoft 365 Office

 

What’s now available in Office 365?

Microsoft Office comes in a variety of flavours. The Microsoft Office 365 suite contains all the applications we are familiar with, plus new services that make teamwork more streamlined and easier to track and manage.

There’s all our favourites – Microsoft Word, Excel, Outlook and PowerPoint.  Plus Microsoft Office 365 includes: –

OneNote

A digital notebook that can be shared across different devices and users.  You can get organised and sort your content across notebooks, sections and pages.  You can also revise your notes with type, highlighting or ink annotations.  Mix your media by recording audio notes, inserting online videos and adding files.

OneDrive

OneDrive allows you to store your files securely, and you can then access them from any device on the Internet.  Also, OneDrive provides you with 1TB of storage in the cloud.

This was a lifesaver for me recently, after my laptop failed and I had to get a replacement.  With all my essential files stored on OneDrive, I was able to:

  • set up my new computer
  • log into my Microsoft account and delete Office 365 from my old laptop
  • download Office 365 to my new laptop
  • download OneDrive to my desktop, and bingo – all my files appeared
SharePoint

SharePoint encourages teamwork with dynamic sites where you can share files, data, news and resources.   It’s used to host intranet websites for organisations. Permissions for each page can be changed, allowing private pages for separate divisions of your business.

Exchange

Exchange handles your email management with business class email and calendaring.  It allows you to automatically capture events from your emails such as flights and hotel bookings, and adapts to your work style over time.

 Manage your calendars in OutlookMicrosoft Teams

A workspace that gives you the ability to chat, share files, assign tasks, see calendars and run online meetings and video calls.  Microsoft Teams is the way of the future for teamwork. If you already have Office 365, it’s included.  So download it today and take a look.

 

Office 365 Business Premium

You also have the option of choosing Microsoft Office 365 Business Premium, which offers even more applications and services.  These include apps such as:

Outlook Customer Manager

Outlook Customer Manager is part of Office 365 Business Premium.  You can use this tool to track customer contacts and manage relationships in Outlook.  With Customer Manager you can view customer details, the history of their transactions with you, and check on current and pending tasks

Microsoft Planner

Microsoft Planner allows you to streamline your teamwork.  Easily create new project plans, organise and assign tasks and share files when you need to.  Once tasks are assigned to you, you will receive an email notification, and daily notifications of the tasks that still need to be completed.  Microsoft Planner allows you to easily keep your team updated on your progress.

Skype for Business

A video-conferencing application that allows you to conduct meetings on the go and from any location.  Please note that this app will be phased out by the end of July 2021, and the technology will be integrated into Microsoft Teams.

Microsoft Flow

This tool allows you to automate workflows and tasks across several different applications.  Flow modernises business processes through digital automation and allows all users across an organisation to easily create digital business process flows.

 

What’s the difference between Office 2019 and Office 365 for Business?  And which one is best for you?

Microsoft Office 365 for Business is available in a number of different versions.  These versions are available for PC, Mac and mobile devices, and all include the standard Office apps: Outlook, Word, Excel, PowerPoint, Access (PC only)

Office 2019 stores the applications on the desktop and they are only accessible on the device they are installed on. You do not have access to files on the go.  Plus, with Microsoft Office 2019 on the desktop, you will need to buy a new version of the software when you are next ready to upgrade.

Office 365 provides extra applications (Outlook, OneNote, Exchange and OneDrive) as well as cloud storage and access. This means the applications, and your files, can be accessed on any internet-connected device.

Because of Office 365’s cloud structure, applications are also regularly updated, at no extra cost. Version updates of the application are simply downloaded to your computer.

Office 365 is offered as a subscription service, with fees charged per user, depending on the size of your organisation.

 

 Office 365 Business includes the Office apps, plus the Services: OneDrive.

This version is best for organisations which want Office apps plus cloud storage and sharing across devices.  Business email is not included.

Office 365 Business Premium includes the Office apps, plus the Services: One Drive, Exchange, SharePoint, Teams.

Best for organisations that need Office apps, business email and other business services across devices.

Office 365 Business Essentials includes the Office apps as web and mobile versions only, plus the Services: One Drive, Exchange, SharePoint, Teams.

Best for mobile businesses, as desktop versions of the Office apps are not included.

 

Transform your Business Processes 

The tools in Microsoft Office 365 allow you to increase productivity by transforming your systems and processes.  It allows you to easily complete tasks that are simple and straight forward, right through to complex organisational workflows.

With access to apps like SharePoint, with its lists and libraries; Microsoft Flow to automate workflow; and Microsoft Teams to chat, share files, assign tasks, see calendars and run online meetings and video calls, Office 365 is the way of the future for teamwork.

Learn more about the course

The Introduction to Microsoft Office 365  course from CTO will teach you the functions of Microsoft 365, plus some great tips and shortcuts.  The topics covered include:

  • Introduction to Office 365
  • Getting Started in Office 365
  • Starting with Mail
  • Navigating the Calendar
  • Working with People and Contacts
  • Understanding Groups and Engaging Teams in Communication
  • Understanding the Newsfeed and Managing Posts
  • OneDrive for Business – how to Store and Access your Files
  • Understanding Office Online & the Backstage View
  • Working with Mail
  • Your Mail Options Screen
  • Setting up Automatic Mail Replies, Rules & Signatures

 

To see all the skills you and your team members will acquire, here is the full course outline for the Corporate Training Options course – Introduction to Microsoft 365 Office

 

 

Corporate Training Options

 

 

 

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite and online professional development courses.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development 

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

 

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

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Communication is Key

Manage your Business by the Numbers to Accelerate Growth

Written by Rosy King on . Posted in Business & Finance.

By: Corporate Training Options, Australia

Manage your Business by the Numbers

 

Manage your Business by the Numbers and you’ll know how your Business is Performing

In this article you’re going to learn a little about how to Manage Your Business by the Numbers.

The fact is, it’s essential for business owners and managers to understand their business financial statements.

If you only look at your business financials at the end of each month, or at the end of each quarter when your BAS is due, then you are missing out on huge opportunities in your business. Why?  Because your financial reports tell the story of how your business is performing, and show you ways to make improvements, and increase profits.

To learn more about the Managing by the Numbers Finance Training course available from CTO, click here.

How is your business performing?

I know many business owners who have started out and are going great guns, but are not tracking their performance.

Let me tell you, if you don’t know the basics; for instance, what your Breakeven Point is; you should.

If you don’t understand the numbers in your Profit and Loss or Cash Flow reports; you should.

If your Balance Sheet makes no sense, then you need to learn how to read it.

Why?

A Cautionary Tale

Let me tell you a story about a consultant who was working in our business.  Each week when he came into the office, the first thing he did was review the Profit and Loss Report, the Cash Flow Analysis and the Balance Sheet. After that, our business meeting could begin, and he could offer logical business growth advice based on facts, because we all knew the business numbers!

One day, he told me how he had been to see a new client, who had not reviewed their Balance Sheet Report for more than six months.  The business owner had simply been relying on the company accountant to pay all outstanding bills, and to advise him of their ongoing profitability, and their expected future costs.

The first thing our consultant noticed when he reviewed the Balance Sheet was that the company had outstanding GST liabilities.  Upon further inspection, he realized that no GST payments had been made for over six months.  The company owed the ATO over $120,000!

That was a huge shock to the business owner.  He then had to scramble to make a payment arrangement with the ATO to pay off the outstanding debt, while also dealing with current and ongoing GST liabilities, while keeping the business afloat. This business owner did not know his business numbers!

 

The Horror Stories

Then there are the horror stories you read in the news, about company accountants and bookkeepers who have embezzled from the organisations they worked for, without the owners ever missing the funds.

Now if the business owners and financial managers had been keeping an eye on their financial reports, and if they had understood their business numbers, they may have picked up earlier that something was amiss.

The only one of these stories that ever had a positive ending was when it was discovered that the bookkeeper had been taking the company funds, and investing in real estate.  By the time she was discovered, she had purchased more than 21 houses (we are talking about a big company here, with millions in cash flow each quarter).  The upside was, the company was able to sell the properties at a profit, as the Australian housing market had been gaining strength for some years.

However, most of these stories end very badly, and often, embezzlement can send a company bankrupt.

Why you should Learn how to Manage by the Numbers

So, learning how to manage your business by the numbers, can offer you huge advantages.  Once you know how to read and understand your financial reports, you can:

  • Learn how to find the Right Numbers
  • Review your Financial Statements
  • Make more Money
  • Identify Costs and Their Behaviours
  • Control Costs
  • Learn your Breakeven Point
  • Understand Influences on Pricing
  • Make the Numbers Work for You

 

What is a Breakeven Point?

By the way, if you don’t know what a Breakeven Point is, here’s a really simple overview.  A Breakeven Point is the point at which your sales exactly cover your expenses.  It’s arrived at by an analysis which allows you to know precisely when your business will begin to cover all expenses and start generating a profit.  Now that is a really BIG date on your business calendar.

Imagine the day you reach that magic number, and you know that from here on in, as sales increase, you’ll finally be making a profit.  Whether this happens on day 60 or day 600 from when the business was started, it’s a great day in any organisation.

 

Why is a Knowing your Breakeven Point important?

So why is this simple number so important?  Well, imagine the information you’ll have at your fingertips when you complete your Breakeven Analysis, and what you can do with it.

You can start to better manage your fixed costs, like rent and insurance, and reduce them if you have to.  If you’re not making money yet, why not move to slightly cheaper premises for a while, or even work from home.

You can also work on your variable costs.  Things like marketing, labour, commissions, credit card fees, even freight costs if you ship stock.  Examining each area of your variable costs allows you to reduce these costs where possible, which immediately increases your chances of hitting breakeven sooner.

Lastly, you can look at pricing.  If your products or services are selling well, you may consider raising your prices. This can instantly lead to increased profits, and tip you over the edge of your Breakeven Point.  From here on in, it’s smooth sailing all the way.

 

What about your Cash Flow Report?

Cash flow is vitally important to your business.  Even if you are very profitable, you can still go out of business if you run out of cash.  Your Cash Flow statement tells you what revenue is coming in, and what it will be spent on.  Even if profits are high, you may not be able to pay the wages next week, if your cash flow is low.  Everything you do in business uses up cash, including buying equipment, adding inventory, marketing for new customers, and paying wages. Understanding your cash flow can help you focus on ensuring you always have enough.

 

The reality is …

Having a solid understanding of how your businesses finances work is vital for any business owner or manager wanting to boost their metrics, reduce costs, and accelerate their business growth.

The trouble is, many business owners and managers feel that these essential financial metrics are the Company Accountant’s responsibility.

 

Consider this for a moment

What if you and your managers start to be proactive, so you can identify, learn and apply various accounting strategies and essentials in your organisation.   These strategies relate to financial data such as:

  • Learning about operating leverage and its impact on profitability
  • Understanding key financial terminology
  • Gaining an understanding of how various business transactions are reflected in your financial statements
  • Demonstrating awareness of relevant taxes (including goods and services tax)
  • And being able to explore the different types of costs and their effect on your profitability

Whether you’re a business owner, a professional looking to become self-employed or a manager wanting to better understand your company’s operations strategy, understanding how you can manage your business by the numbers will equip you with the fundamental knowledge you need, to understand and grow your business.

 

In Summary

Understanding how to manage your business by the Numbers is essential.

Imagine being able to review your financial statements accurately and confidently. Your business, operations and profits can accelerate fast, and your costs can be reduced!

If you think you need an accounting background to learn these skills, you don’t.  The fact is anyone can learn and apply these essential business financial skills.

Additionally, they are crucial if you are to thrive and accelerate your business growth in today’s competitive marketplaces.

 

 

Learn more about the course

If you want your organisation to thrive, getting the right training is fundamental.

Corporate Training Options has a wealth of knowledge that we’ve shared over the years when training business owners, managers and company teams with great success.  We’ll help you to understand your business numbers, to reduce costs & accelerate your business growth, with skills that are easily learned and quickly adopted.

The Benefits and Learning Outcomes you will achieve from our course – Accounting Essentials: Managing by the Numbers include you being able to:

  • Learn how various business transactions are reflected in the financial statements
  • Identify the five cost categories and their components
  • Explore the types of costs and their effect on profitability
  • Understand the concept and calculation of break-even analysis
  • Learn about operating leverage and its impact on profitability
  • Discover the various influences on determining the appropriate price for a product or service
  • Understand the problem-solving process of identifying costs relevant to decision-making

 

For more information or to book your training, view the details of the course here.

 

 

Corporate Training Options

 

 

 

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides you with training in essential business skills, via onsite and online professional development courses.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development

 

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

 

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.noesis.chat/

 

 

 

Be flexible and dynamic when working with business budgets.

Why you need Business Budgets and Plans

Written by Rosy King on . Posted in Business & Finance.

By: Corporate Training Options, Australia

 

Learn to prepare and manage Business Budgets with CTO Training

Business Budgets that are regularly monitored and updated are key to business success.  Checking and adjusting your budgets allows you to allocate resources when they are needed, so your business continues to grow and remains profitable.

Successful business budgets work best when you tie them in to your Strategic Plan.  And your Strategic Plan needs to be developed in conjunction with your Operating Plan, which includes your business budgets and forecasts.  When you build all these documents together – your strategic plan, operating plan and business budgets – this can help you achieve and sustain business growth and profitability.

 

 

Why Bother Planning?

Some of the key benefits of business planning are that it allows you to focus on the direction of your business, and provides you with targets to monitor your business success. As your business grows and changes, you need to know how you’ll move forward.  This allows you to be more flexible and dynamic when planning and budgeting for the future.

Build Strategic Plans with CTO Training

A Strategic Plan determines the vision for your organisation’s future, and identifies your long term goals and objectives.  It establishes agreement around intended outcomes and results. Your Strategic Plan looks further ahead than your Operating Plan, and helps you make sense of a constantly changing business environment. It also helps you forecast where you’re going, so you can budget accordingly.

Your Operating Plan sets out the strategy and action plan for your business over the coming twelve months. It can outline the changes you plan to make in your business, set your goals, objectives and key performance indicators, and includes your financial performance and forecasts.  

To learn more about the training available on this topic from CTO, visit the course page – Strategic Planning, Budgeting & Forecasting.

 

Plan your work for today and every day.  Then work your plan.

Margaret Thatcher

 

How to Build a Strategic Plan 

A Strategic Plan helps you forecast the future of your business in a world where change is ongoing. The key to dealing with constant change is careful strategy development, around your business budgets and forecasts.

When working on business budgets, you also need to work with your organisation’s leaders on the business Strategic Plan. Your Strategic Plan can be developed via the following steps:

  • Determine your organisation’s Vision for the future
  • Write or update your Vision and Mission Statements
  • Analyse the external environment
  • Review your internal capabilities
  • Set annual goals for your organisation and devise actions to achieve these goals
  • Allocate resources and set budgets to execute the actions
  • Put it all together

Business Budgets in your Annual Operating Plan

Operating Plans involve utilising the resources at hand to the best of your ability. When putting together a Business Operating Plan, you need to begin by considering the goals you want to achieve for your organisation this year.  Next, break that down into quarters so you can identify which key priorities will be your focus.

Review your Sales History, and forecast your sales growth for the next twelve months.  Next, budget for your projected Sales, and your Costs of Sales. Also then include your labour expenses, depreciation of plant and equipment and other business expenses.

As your year progresses and you move from one quarter to the next, monitor your budget for any changes that will require you to alter your operating plan. Sometimes priorities will change, which may necessitate a different course of action. This will help you focus on critical tasks rather than those that aren’t as important.

Preliminary Steps to Create your Annual Operating Plan:

  • Draft your Annual Goals
  • Review your Organisational Plan
  • Examine you Sales History and Create your Sales Projections
  • Create a Fiscal Calendar
  • Budget for Sales and Costs of Sales
  • Include Labour expenses in your budget
  • Budget Depreciation and other Expenses
  • Work on your Balance Sheets and Cash Flow Plans

When preparing business budgets for a new financial year, often the approach is to simply add five to ten percent to the previous year’s budget. This is a starting point; however, you should also determine what resources will be necessary to achieve each projected budgeting goal. These resources can include things such as personnel and various types of available funding.

Reviewing and Executing Business Budgets

The purpose of a business budget is mainly to plan, track and control spending.  As the year progresses, it’s important to ensure your budget is on track by conducting regular budget reviews.  Monitoring your expenditure is essential, not only to track expenditure against your targets, but also to identify any changes in circumstances which may need corrective action.

Be flexible and dynamic when working with business budgets.

It’s also important to ensure that business income is achieving projected targets, to ensure your budget remains balanced, and in sync with your forecast business growth.

When planning and executing business budgets, you should also account for inevitable changes in resources which were part of your initial forecasts. As the business environment continues to shift, you’ll need to modify your overall plan, including evaluating its effectiveness. As your resources are altered, update the forecast, and advise those around you, so they will be aware of what is to come.

 

 

Adjusting your Plans and Business Budgets

In the business world, small differences between actual and budget figures are normal and to be expected. It’s therefore important that you learn how to create and manage an adjusted plan.  You may also need to create new forecasts if you have significant variance in your budgets.  This is where adjusting your plans and business forecasts allows you to use your plans to improve business control.

Business budgeting and planning is key to business success.  Creating, monitoring and adjusting a budget allows you to allocate resources when they are needed, so your business continues to grow and remains profitable and successful.

By investing the time to create and manage budgets, and by basing your budget on your business operating and strategic plans, you will be creating a financial action plan that can make all the difference to the growth of your organisation.  It will enable you to concentrate resources on improving profits, reducing costs and increasing returns on investment.  The most important things are that your business plans and your business budgets are dynamic, and are communicated to everyone involved in your business prosperity.

In Summary

Strategic plans and Operating plans are both part of the business budgeting process. 

Strategic planning allows you to develop a vision for your company – where you want it to go and how you plan to get there.  Operating Plans provide your business roadmap for the next fiscal year.

Business budgets are an essential part of executing these plans and ensuring the steps to get there are financially realistic and cost effective.  

It’s important that the two processes are kept in alignment and developed at the same time.  Your strategic planning and business budgets should influence each other, keeping you informed about your business progress, and keeping you on track to succeed.

 

Learn more about the course

Corporate Training Options presents a Strategic Planning, Budgeting & Forecasting course, which will provide you with the skills to create a Strategic Plan and an Operating Plan for your business, and Business Budgets for sales, labour and expenses.  

You will also learn to interpret a Balance Sheet, review Financial Plans and prepare Business Forecasts. 

The Benefits and Learning Outcomes you will achieve from the Strategic Planning, Budgeting& Forecasting course, include you being able to: 

  • Understand the principles of strategic planning
  • Build a strategic plan starting with a mission statement
  • Create an annual operating plan
  • Budget sales and cost of sales
  • Include labour expense
  • Budget depreciation and other expenses
  • Create and interpret a balance sheet
  • Review financial and presentation aspects of budget plans
  • Create an adjusted plan and forecasts

For more information or to book your training, you can contact Corporate Training Options by emailing us at training@cto.com.au.

 

Corporate Training Options

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides you with training in essential business skills, via onsite and online professional development courses.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world. 

CTO onsite courses are customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service 
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Software Training
  • Personal Development

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

 

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

How to Achieve Excellence in Supervision

Written by Rosy King on . Posted in Tech & Tools.

By: Corporate Training Options, Australia

Achieve Excellence in Supervision by jumping the hurdles that stand in your way

If you want to achieve excellence in supervision for your organisation, there are some hurdles you’ll need to jump to get there.

Why? Well, first some of the people promoted to supervisory roles will be people you already have on staff.  They may be highly skilled at what they do, but perhaps need further training in supervisory skills.

Or, you may decide to hire your next supervisor from outside your business, so there are many things to take into consideration with this process too.

Thirdly, you need to ensure your new supervisors can achieve excellence in supervision, as it is vital to your team’s productivity, morale and sense of purpose. It is also important for the culture of your organisation that highly trained staff are in the roles of supervisors.  Many corporations underestimate how important this is. 

Excellence in supervision is crucial in nurturing the development of new skills and knowledge for your people and your corporation’s vision and mission.

Hurdles to achieve Excellence in Supervision - CTO Training

If you’re looking for real-world practical skills and training to take your new supervisors to the next level, take a look at the Corporate Training Options Excellence in Supervision Training course to meet your needs!

The hurdles you may need to jump to achieve Excellence in Supervision

This month we decided to ask some of our corporate clients what their biggest hurdles were when it came to:

  • Promoting coworkers to supervisory roles 
  • Achieving excellence in supervision

Here’s what they came back with.

Hurdle #1 – Lack of experience communicating effectively with employees, peers and managers

When it comes to communicating effectively with employees, peers, and managers, many new supervisors struggle. 

Promoted from Co-Worker to Supervisor? You need Excellence in Supervision training from CTO

This is common because many people promoted in-house to a supervisory role have no communication or supervisory training before taking up their new position. 

The reason for this is many managers assume that the new supervisor already possesses the communication and supervisory skills needed, because they have worked in the business for some time. In many cases, this is inaccurate. 

Many organisations now realise that just because the person they have promoted to a supervisor role may have worked in their company for years, supervising and leading a team is different, and requires additional training, mindset and skills.

Hurdle #2 – Defining the Role of your New Supervisor

The next hurdle for many organisations is defining what the supervisor’s role is and what it involves.   

In many cases, people promoted to a supervisory role are in-house staff. They will be replacing someone who was in that role before them, or the company may have created a new supervisory role due to growth or expansion.

It is therefore important to be able to define the role of the supervisor position, so a smooth transition takes place that benefits the new supervisor, his or her team and your organisation as a whole.

Hurdle #3 – Determining Existing Skills & Future Supervisors Training

The third hurdle you have to consider to achieve excellence in supervision is defining the existing skills of your new supervisor and what supervision training is required.

Admittedly, many of the skills the new supervisor has will have played a part in their promotion to a supervisor’s position. This could be a combination of their problem-solving skills, attitude, expertise and any number of things.

However, as mentioned earlier, many people promoted to supervisor roles from within an organisation may know the work, but may need to improve their skills to lead and manage a team effectively, or to meet the requirements of their senior management.

Hurdle #4 – Promoting the wrong Candidate and hoping things will work out

Occasionally, employers promote people to supervisory roles for the wrong reasons. Some organisations admit they assume that the person they’ve selected to a new supervisory role will rise to the challenge. 

Usually, they do. However, in some cases they don’t, which can be stressful and detrimental for everyone involved.  Of course, no one knows if the person who has been promoted to supervisor will make the transition easily or not.

The real point here is that not everyone is suited to being a supervisor. If the person you have promoted to supervisor is not working out, you should discuss it with them and ask if they would like training, or if they are really not coping, would they prefer that you reselect another candidate. This may sound strange, but in fact, could be a relief for an employee who has been promoted to a supervisory role, and is not coping with the move.

Egos can get in the Way

Another problem is that egos get in the way.  It could be the new supervisor’s ego, your own or whoever promoted the person to the supervisor’s position. 

Many managers are reluctant to admit they may have a mistake in hiring or promoting the wrong person to a supervisory role. However, having the incorrect supervisor in a role that does not suit him or her, and that does not deliver your organisation the results you expected, is chaos both for your business and your people.

Hurdle #5 – Being Promoted from Coworker to Supervisor

Another hurdle organisations struggle with when promoting in-house staff to supervisory roles, is how the new supervisor will handle going from being a coworker to a supervisor.  And the reasons are varied. 

CTO Training for Supervising Teams

In many cases, the coworker promoted to a supervisory role has discussed issues with his or her coworkers about the previous supervisor. Now the shoe is on the other foot.

In other cases, solid friendships are forged in most workplaces, which benefits everyone.  However, envy and jealousy can occur when one of the team is then promoted to supervise the others.  Coworkers who did not get the supervisor promotion may feel they should have. Other employee’s feel that because they have been there longer or have more experience, that they should have been promoted to supervisor. 

The challenge for any organisation is that the person promoted needs training on how to evolve from being ‘one of the team’ to being the leader and supervisor of that team.

Over to You – What are thoughts, experiences or hurdles you’ve had to jump before promoting staff members or hiring new staff for supervisory roles?

No great manager or leader ever fell from heaven; it’s learned, not inherited.

Tom Northup

In Summary

We hope you’ve found this article about how to achieve excellence in supervision beneficial and practical. 

Of course, this is just a snapshot of how preparing and training for supervision can benefit your supervisors, your team and your organisation as a whole. It’s also why more and more Australian organisations are investing in Supervisor Training for their staff with Corporate Training Options.

Excellence in supervision is much more than just promoting a staff member or hiring out-of-house and throwing them in to see how they go. 

Australian organisations realise that excellence in supervision is as much about understanding each person’s personalities, strengths and weaknesses, while also taking into account their long-term vision and mission.

If you’d like to learn the new roles and responsibilities that accompany a promotion to a supervisory role and much more, to create excellence in supervision in your business, our Excellence In Supervision Corporate Training is perfect.

Upon completion of our Excellence in Supervision training, you will be able to: 

  • Describe the new roles and responsibilities that accompany a promotion to supervisor 
  • Explain the principles and processes of performance management 
  • Provide guidelines for communicating effectively with employees, peers, and managers 
  • Explore how practical coaching skills can lead to increased employee satisfaction and productivity 
  • Provide supervisors with strategies for dealing with organisational change 

To discover more about the Excellence In Supervision course at Corporate Training Options, please view your course outline here.

Alternatively, please contact us at Corporate Training Options by emailing us at training@cto.com.au for the latest Excellence in Supervision training courses and group training packages.

 

The Benefits of our Excellence In Supervision Corporate Training include:

  • We focus your training on the outcomes you require for your team
  • Your training can be provided on dates which suit you
  • Training can be provided for many trainees for the same rate
  • You can choose topics from different courses, and your trainer will tailor your sessions around these requirements
  • Your trainers are available to present your training within two weeks of your booking date.

 Why Choose Corporate Training Options, Australia:

  • Your Trainers are certified experts who are real-world practitioners
  • The courses are interactive, well organised and fun – making it easier for you to learn
  • Small classes mean each trainee will receive individual attention and can be confident about the skills gained
  • Our complimentary trainer consultation before your training ensures your objectives will be met
  • CTO is a Business Excellence Award winning company

Corporate Training Options

About Corporate Training Options

Corporate Training Options is Australia’s leading professional development training company.  Incorporated in 1992, we have facilitated & run over 100,000 training courses across Australia and in numerous international locations.

CTO training provides a cost-effective way of ensuring you and your staff are presenting your best image to the world.  CTO Professional Development and Computer Training courses are customised to meet your requirements, and your training is provided on-site, on dates which suit you.

The courses will assist you to develop strong skills in: 

  • Customer Service 
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Training
  • Personal Development

Each CTO trainer has specific areas of expertise. This enables them to provide invaluableassistance to organisations like yours, seeking to maximise your investment in your teams and your technology.

So if you’re ready to upgrade your skills, or you wish to tackle some new challenges, contact Corporate Training Options today. We’ll meet your specific needs with a tailored training course to suit your requirements.

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.noesis.chat/

Power up Morale, Collaboration & Motivation with these Team Building Strategies

Written by Rosy King on . Posted in Lead & Manage.

By: Corporate Training Options, Australia

Team Building tips to take your team to the next level!

Corporate Training Options - Empower your Team today

In every business environment, your team members are required to work with a variety of different people and personalities. And while they are all there to perform specific tasks and duties, personality clashes can occur.

If people in your team don’t get along, it can cause friction throughout your entire workplace.  It can also make other team members uncomfortable, not to mention affect their productivity and overall performance.

Without team building strategies, this can affect your organisation’s productivity, culture, team morale and future success.

Which is why team building is crucial for your team member’s happiness and performance, and for your business success.

The benefits of team building include: 

  • Improving each team members performance
  • Raising team morale
  • Cultivating a more productive and cohesive team 
  • Improving team performance
  • And creating highly motivated staff members

Team bonding is not only a great way to get your employees to work well together as a unit, but it also aids in creating a more stable work environment and culture.

Here are five ‘must have’ tips for you from the Corporate Training Options Team Building Course, which you can take action on with your teams.

Design a Successful Blueprint for Your Team

Team Building is like building anything; you need the blueprints to get started. Teams in most cases will have varying degrees of skills, different personalities and a range of beliefs.

Though it can be tough trying to get everyone to work together and agree on a way forward, a team-building blueprint can help you achieve this. 

It aids you in figuring out team characteristics, strengths and weaknesses, the skills available and what your team goals are.

Build a strong foundation for your team members 

To create a strong foundation for your organisation’s team, always remember you are working with living breathing human beings who have needs, wants and desires just like you. 

They also have varying belief systems and values.

Some of the most crucial tips to remember with team bonding are:

  • Taking the time to plan and build a strong foundation for your team members
  • Involving your team members in the process in an open and honest way
  • Leading by example using your own organisational, management and people skills
  • Building a team culture that rewards, motivates, involves and excites your team members, to bring them enjoyment and happiness at work.
  • Establishing accountability within your team and for each member 

Performing these steps is necessary for achieving the best possible outcomes for your team and your organisation. It also guarantees you and your team will have a solid foundation to work on to help you evolve as a team of people with a common cause.

Team Building is more than just People – it’s a Unified Orchestra

Based on our decades of experience in training corporate teams, our philosophy on team building is simple.  In the words of Henry Ford …

Coming together is a beginning. 

Keeping together is progress. 

Working together is success.

Team Building builds stronger bridges to healthier Communication

Building bridges to healthier communication within your team involves a lot of work, tenacity and commitment. 

There are many steps to building a successful, cohesive team. Once you do though, you and your team will work much more effectively and happily, irrespective of the work situation. 

To get to that level some of the steps team leaders and managers need to take are: 

  • Facilitate and encourage open communication
  • Develop teamwork involvement through collaboration
  • Involve your team in setting goals and standards 
  • Utilise the skills of your team and their personalities so your company can solve problems faster and more easily 
  • Create a culture where everyone has accountability, input and ownership
  • Examine conflict and conflict resolution styles, to help your team resolve conflicts productively

Performing all of these tasks will give you the outcome of better communication within your team.

Nurture Mutual Trust and Respect at all times

Mutual trust and respect are the most crucial points to remember and reinforce to build a successful team. 

Of course, this can also be ‘easier said than done’.

To create a capable team for your organisation, irrespective of its size, you need to follow a process. 

It requires fostering an environment of trust and open communication, meaning you must create a safe, relaxed and accessible workplace. This will allow your team to put their faith in you, their fellow team members, their skills and how they see themselves in that team.

Recognising employee performance is a great way to give and earn the respect of your fellow team members, however, it needs to be sincere and deserved. 

In Summary

Team building is crucial for your team member’s happiness and performance, and for your organisation’s success. We hope you’ve found these Team Building tips beneficial, as a snapshot of how Team Building training can benefit you, your team and your organisation.

Like these Team Building Strategies? 

Please feel free to share them with people you think may benefit from them.

Discover More about Powering up Moral, Collaboration & Motivation with Corporate Training Options Team Building

If you’re interested in learning more about unleashing the power and putting into practice the success of team building in your company, Corporate Training Options’ Team Building training course will be invaluable to you.

From learning how to keep your team members motivated; to improved communication; to developing your teams’ problem-solving skills; this is a must-have team bonding and training course unlike any other.

Book your onsite, customised Team Building training Now !

Upon successful completion of the Team Building course, you will be able to:

  • Distinguish the differences between a team and a group including defining the characteristics of each
  • Create a plan for the team or group
  • Understand the benefits of team building in a business environment
  • Create a strong foundation for the team or group through the use of organisational skills and planning
  • Establish accountability within the team or group
  • Determine the right people for your team
  • Understand and combine different behaviour styles
  • Build a solid team through correct training and understanding
  • Promote teamwork through your management style
  • Determine the best ways to communicate within and with your team
  • Discover how to solve problems within the team and through team effort
  • Implement positive discipline within the team or group

The Corporate Training Options Team Building course will help you understand the workings of teams and how teams can help you work better.

You can find the complete Team Building course outline from Corporate Training Options here.

Alternatively, please contact us by emailing training@cto.com.au directly.

The Benefits of the CTO Team Building Course include:

  • We focus your training on the outcomes you require for your team
  • Your training can be provided on the dates which suit you
  • Training can be provided for a number of trainees for the same rate
  • You can include topics from other CTO courses, and your trainer will tailor your sessions around these requirements

Our trainers are usually available to present your training within two weeks of your booking date.

 Why Choose Corporate Training Options

  • Your Trainers are certified experts who are real-world practitioners
  • The courses are interactive, well organised and fun – making it easier for you to learn
  • Small group training means each trainee will receive individual attention and can be confident about the skills they will gain
  • Our complimentary trainer consultation before your training ensures your objectives will be met
  • CTO is a Business Excellence Award winning company
Corporate Training Options

About Corporate Training Options

Corporate Training Options is Australia’s leading professional development training company, incorporated in 1992 and Australian owned.

CTO has facilitated  thousands of business training courses Australia wide, providing a cost-effective way of ensuring you and your staff are presenting your best image to the world. 

Your Professional Development and Computer Training courses are customised to meet your requirements, and your training is provided on-site, on dates which suit you.

CTO courses will assist you to develop strong skills in: 

  • Customer Service 
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Training
  • Personal Development

Each CTO trainer has specific areas of expertise.This enables them to provide invaluable assistance to organisations like yours, seeking to maximise your investment in your teams and your technology.

So if you’re ready to upgrade your skills, or you wish to tackle some new challenges contact Corporate Training Options today. We’ll meet your specific needs with a tailored training course to suit your requirements.

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

E: training@cto.com.au

W: cto.com.au

Customer Service in the Information Age

How to use Technology to Provide Exceptional Online Customer Service

Written by Rosy King on . Posted in Customer Service.

By: Corporate Training Options, Australia

10 Ways you can use Technology to improve your online Customer Service Interactions.

These days, most organisations need to provide online customer service. Let’s use the airlines as an example. I can’t remember the last time I spoke to a real person at an airline. That’s because I can search online for the flights I want, for the days and times that suit me.  Then I can book and pay for my flights online, in one simple transaction.  

That’s providing great online customer service, delivered when I need it.

It’s the same with ordering flowers, booking concert tickets, buying shoes or ordering home delivered pizza.  I can find what I need online, order and pay for it, then have it delivered to my door, within a few minutes, hours or days – depending on the item.

Online Customer Service Training with CTO

So in a world where transactions take place automatically, how does customer service fit in? It needs to be provided online, because customers demand fast answers to their questions and fast access to support.

Your online customer service can be provided via email, your social media accounts or your website. Your customers need to be able to find answers quickly, in order to complete their online transactions.

Corporate Training Options can deliver a course for you on Customer Service in the Information Age, which is ideal for all staff who deal with customers online. 

 

Many of the customer service skills required for the information age are the same as they have always been, so here’s some tips on delivering great online customer service for your customers, in the information age.

In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. 

~ Doug Warner

 

 

 

Review Your Customer Service Skills

Basic customer service skills such as communication, active listening and fast response times are still as relevant as ever. Customers should always be made to feel valued, heard and understood. Be sure that you and your staff are trained in customer service fundamentals and that your systems and procedures are documented and reviewed regularly. 

 

Use Web Based Support Systems

Customer Service in the Information Age

Your web site needs to be customer focused. And ensure your website is mobile friendly.

 Try this tool on your site right now, to check your score on how quickly your site loads on mobile phones.  Fast load times are essential for customers who require fast answers.

PageSpeed Insights

You could also have a support form available which your customers can use to contact you and explain their issue.

Ideally, have an online chat function. Information for your customers should be available in a way that is easy to use and understand. 

 

Complement Software with Human Interaction

Although a lot of business and customer interaction is now done online, it’s important for your clients to be able to get in touch with a real person when they need to.

An angry customer can be soothed and then assisted, when a customer service representative really listens to them and shows compassion. Having someone who really relates to customers if and when it is needed, will always result in more harmonious interactions and a better customer retention rate. 

Always include contact details on your website.  A customer support email address is important. Your address and phone contact details should also be listed.  

Be real to your customers. Keep your website and social media pages current, with regular updates, posts, blogs and videos. Your customers will feel more confident in your business knowing that they can deal with a real person if and when they need to.

 

Let Customers know that you Appreciate their Business

Your customers should know that they are not just another sale to you. Respect their time, try to keep wait times to a minimum, get back to them quickly and really treat them as a valued part of the organisation.  

 

A customer is the most important visitor on our premises.

He is not dependent on us, we are dependent on him. 

He is not an interruption to our work, he is the purpose of it. 

He is not an outsider in our business, he is part of it. 

We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. 

~ Mahatma Gandhi

 

Offer After Sales Support

Use multiple avenues for your customers to achieve after sales support. They should never be left to feel as though there is no assistance after the sale. They should be able to contact you online or through email at the very least. 

 

Respond Promptly to All Online Requests

This includes emails. Personalise your email responses. On social media sites this is even more important – people have come to expect that they will receive replies very quickly. 

Let your customers know when their initial query has been received with a quick personalised email or text message. 

 

Use Everyday Language

Speak to your customers in layman’s terms about your services and products. Try to avoid using jargon whether online, over the phone or in person.  Keep it simple, and keep your customers happy.

 

Customer Relationship Management Software (CRM)

Using a CRM software tool to manage your customer interactions enables you to track essential data about your customers.  This could include information about the products or services they purchase, their place of work, the time of day when they usually shop or order, their average purchase price and much more. 

By using CRM Software you can offer your customers products that will benefit them, and can also increase your organisation’s sales.

Click here to read our article on how a CRM System can power your customer relationships.

 

Have Frequently Asked Questions (FAQs) on Your Site

Unlock your Online Customer Service

Having a list of frequently asked questions on your website can save your customers valuable time. Include questions that are often asked by phone or email, and perhaps basic product information. Make the information clear and easy to read.

We set up our FAQ’s on the CTO website by simply tracking the questions our clients regularly asked over a 3 month period.  The FAQ’s were then uploaded to our site.  Our FAQ list is updated whenever a new question is asked.

Click here to see the FAQ page on the CTO website. It’s set out very simply, with a white cross at the end of each heading leading to the Frequently Asked Questions listed in that category.  

 

Take Customers Privacy Issues Seriously

Have an easy to read privacy policy on your site and take measures to ensure that your customers feel secure when you handle their information. Personal and sensitive information such as credit card details should only be obtained over secure sites. 

Be sure to verify your customers’ identity when you’re assisting them. Don’t ask for personal payment information unless it is required to complete their transaction, and only if they are happy to provide it. 

 

In Summary

We are living today in a world of constant change, where customer service is more important than ever, but can be provided easily and simply online, in most instances.   

However, the same rules still apply.  

Be courteous, thoughtful and compassionate in your interactions with customers.  Treat them with respect and have empathy for the situation they are currently in, or the problem they are currently experiencing. 

 Look after them at all times, and they will continue to look after you and your organisation well into the future.

It’s not only what you say, but how you make them feel, that your customers will remember, long after an issue has been resolved.

~  Rosy King

 

_______________________________________

 

How can you train your team in Online Customer Service?

At Corporate Training Options our course on Customer Service in the Information Age is ideal for all staff who deal with customers online. 

This one-day course covers 5 main areas:

  1. Customer Service Basics – with a new century twist
  2. Customer service on the web
  3. Providing customer service via email
  4. Customer Relationship Management
  5. Effective automated telephone service

Enrol online today

Corporate Training Options can help you and your team to excel in online customer service and streamline your customer service processes to benefit your business, your staff and your clients. 

Contact us to find out more or enrol online today

 

______________________________________________

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides you with training in essential business skills, via onsite and online business and professional development courses.

The courses provide a cost-effective way of ensuring you and your team develop strong skills in:

  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Customer Service & Relationship Management
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Software Training
  • Personal Development

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

www.cto.com.au

CTO Customer Service Training

5 Keys to Customer Service Excellence

Written by Rosy King on . Posted in Tech & Tools.

How Delivering Exceptional Customer Service will help you to engage your current customers and acquire and retain a solid customer base.

By: Corporate Training Options, Australia

Do you think your customer retention rate could be better? Are you confident that your customers would always give you a 10/10 for customer service?

Looking after your customers is one of the best ways to increase your organisation’s growth. Sadly, it’s also often overlooked.

Did you know that the cost of finding new customers is much higher than that of retaining your existing customers – around 5 times higher in fact.

Below are some key ideas on how you can increase your customer service standards, and turn your customers into raving fans.

By looking after the customers that you have, and making them lifelong fans, they will continue to buy from you, will very possibly increase their business with you, and will recommend you to others. 

1. Provide a Warm Welcome

Customers like to do business with those that they know and trust, so it’s important that you develop good relationships with your customers. Welcome them warmly when they come into your business, call you on the phone, or send you an email.

Build rapport with your customers by getting to know them. Talk to them about their family, their hobbies, their interests and their business goals. Make your customers feel valued and appreciated. They should never feel that they are just a sale or a number.

2. Connect with your Customers

Learn to connect with your customers by communicating well. Engage in active listening, both in person and over the phone. Add a human touch to your communications, instead of giving stock standard responses to their queries.

Have information about each of your customers available on file, so that it can be accessed by all employees.  This alleviates the need for your customer to explain their situation all over again when they contact you.

CTO Customer Service Excellence Training
Customer Service Excellence is what keeps your Customers coming back

Use active listening to show your customers that you understand their needs and are here to help them. Good communication skills allow you to connect with your customers, and go a long way towards them feeling confident and happy with your organisation.

3. Under Promise and Over Deliver

When a customer is looking for you to meet a deadline, it can be tempting to oversell yourself to keep them happy. The opposite, however, is true. For example, your client may wish for a project to be completed by next Wednesday. You know that you can probably complete it on Monday. 

By promising it for Thursday and delivering it on Monday the customer will get a pleasant surprise – and if you fall behind schedule, you still actually have three days in which to complete the project and still keep the customer happy.

4. Increase Your Sales Through Great Service

Find out what it is about your services and products that your customers like, and how you can better serve them. Answer phone calls and emails promptly. If they have put in a request, acknowledge that it has been received. Deal with any issues straight away. 

Don’t assume that you are meeting your customer’s needs. Check in with them frequently to ensure that they are happy. You can also have your customer service team conduct anonymous surveys to get extra feedback. 

The Goal as a company is to have Customer Service that is not just the best, but Legendary.  

Sam Walton

5. Think Long Term

Think long term about your customer service.  Your aim is to have your customers for life. Going the extra mile and giving more than what is expected will result in grateful and happy customers. It also means that you will come to mind when they require future services, or are asked for a referral.

In Summary

Looking after your customers is one of the best ways to increase your organisation’s growth. Teach your team these 5 keys to Customer Service Excellence, and you will retain your existing customers, plus have them refer new customers to you.

Training in Customer Service Excellence will help your business to thrive.

Need help with Customer Service Training?

Corporate Training Options helps train your staff to provide the best in customer service standards. Our Customer Service Excellence course is suitable for staff of all levels, from reception and support staff through to senior management.

In the Corporate Training Options Customer Service Excellence course, you’ll discover:

  • The value of caring for your customers
  • trends in customer service
  • how the human touch can make a difference
  • face to face contact skills
  • active listening benefits
  • how complaints can be valuable for your business
  • customer relationship management techniques
  • how to deal with difficult customers
  • how to increase customer loyalty
  • methods of increasing your sales through great customer service
  • the nature of persuasion
  • and more

Enrol online or contact us at Corporate Training Options for more information about our Customer Service Excellence course today.

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides you with training in essential business skills via onsite and online business and professional development courses.

The courses provide a cost-effective way of ensuring you and your team develop strong skills in:

  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Customer Service & Relationship Management
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Training
  • Personal Development

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.au.com