JKS deliver innovative, fun and effective training solutions in customer service.
We work in both the private and public sectors. We are dedicated to helping you improve your level of customer service, increase your employee’s performance and motivate employees to help you increase profits
Using four highly effective stages. We will design and deliver a flexible training and development programme relevant to your needs.
We often work alongside other service providers such as colleges gaining valuable access to free or subsidized training.
If you want to discuss how our approach to training and development could help your business contact us and we will be happy to help.
Mystery Shopping Using our state of the art mystery shopping services, including our ‘prophet’ reporting system we can explore what your level of service achieves in your organisation and how staff can be developed to create a productive workforce and a more satisfied customer. With a combination of telephone, face to face, and email surveys we will engage your front line staff in every day service situations. We will tell you exactly what happens to customers who contact you, what they really feel about the service you offer and what improvements can be made. Testimonials
Training This is complimented with a wide range of tailor made training and development packages, giving you the opportunity to build an effective training and development programme, relevant to the needs of your business.
Our team of trainers have a diverse range of business experiences and skills in and around mystery shopping and customer service. They have many years of experience, working in line roles, training and lecturing in customer care.
Development The training we provide is aimed at developing your employees and giving them an opportunity to explore what actions are necessary in order to create a first class service. Through our training they will find out more about themselves and realise that providing good customer service is essentially common sense, courtesy and good customer care techniques.
Improved service Through these stages you will improve your customer service level and generate significantly increased levels of revenue
Training and development
The most powerful messages an organisation will send are those communicated by their staff either face to face or over the telephone. The manner in which staff members communicate with external and internal customers will determine the perceptions people have about an organisation.
Our bespoke workshops will develop your employee’s customer service skills, through group exercises, discussions, games, role-play, videos and other activities. Your staff will learn the essential skills necessary for providing consistent, high quality customer service within the key areas of first impressions, service delivery and lasting impressions.
We offer a range of bespoke and nationally recognised qualifications
One or two-day workshops for a maximum of 16 delegates
What is it?
The most powerful messages an organisation will send are those communicated by their staff either face to face or over the telephone. The manner in which staff members communicate with external and internal customers will determine the perceptions people have about an organisation.
We offer bespoke workshops to help develop your customer service skills, through group exercises, discussions, games, forum theatre, videos and other activities.
How will your business benefit?
Your staff will learn the essential skills necessary for providing consistent, high quality customer service within the key areas of your business.
How will it help your staff?
Our training will give your staff the opportunity to:
• Put themselves in the shoes of your customers
• Through simulation exercise learn to develop a different approach to customer service
• Gain a better understanding of customer service issues
The training we provide is aimed at developing your employees and giving them an opportunity to explore actions necessary in order to create a first class service.
People are often concerned about meeting and helping disabled people. They are afraid of doing or saying the wrong thing and solve the problem by not doing anything at all. Disability awareness training provides an opportunity to explore these fears and concerns and find out more about disability and realise that providing a service for disabled people is essentially common sense, courtesy and good customer care.
How will your business benefit?
There are 10 million disabled people in the UK, all with individual needs, desires and requirements. It is also known that 25% of the population have some care related responsibility for a disabled person – this is a huge potential market.
One of the suggested ‘reasonable adjustments’ included in the Disability Discrimination Act (DDA) 1995 is to provide formal ‘Disability Awareness Training’ for appropriate personnel.
How will it help your staff?
Our training will give staff the opportunity to:
• Put themselves in the shoes of people with disabilities
• Through simulation exercises consider the different disabilities that can be obvious, less obvious and obscure
• Gain a better understanding of disabled issues
• Gain a better awareness of the disability discrimination act and your obligations
• Establish ways in which to improve their service for all customers
A one or two-day workshops for a maximum of 16 delegates
What is it?
Sales training is delivered to both seasoned and non- sales staff. Our courses ensure that each individual has a clear understanding of the importance of their role in the overall sales process.
How will your business benefit?
Courses are designed to provide the delegates with some essential sales techniques, as well as helping them to appreciate the contribution they are making to an organisation’s revenue generation.
Thus improving your opportunities for future sales and referrals
How will it help your staff?
Our bespoke sales training will help staff understand:
• What makes people buy
• The skills and qualities of the successful salesperson
• The importance of knowing your products and services-their strengths, weaknesses and unique features
• How to identify the decision maker
• How to adapt their body language
• The use of questioning and listening skills
• How to distinguish between your products features and benefits
• How to identify the opportunity for future sales and referrals
A half- day, full or several days interactive workshop for any number of delegates
What is it?
Augusto Boal developed forum Theatre, in the early 1970’s. It is role-play with a difference using experienced and highly trained actors.
Professional actors will perform a carefully scripted real life scenario relevant to your business environment. Delegates will watch the scenario and then be given the chance to change the outcomes. The scenes can be stopped at any point, rewound and replayed over and over again until a satisfactory outcome has been achieved. Delegates can influence words spoken, tone of voice, body language and behaviour, in a safe and non-threatening environment. The process is ideal for training and delegates who are shy of role-play can provide positive input without being on centre stage themselves.
How will your business benefit?
Forum theatre can be used in a wide variety of your training courses such as:
• Customer service skills
• Recruiting and interviewing techniques
• Management and staff development
• Compliance procedures
• Sales training
• Bullying/harassment in the workplace
Forum theatre will give you the chance to develop a wide range of solutions to your business obstacles, bringing delegates together and engaging them in a dynamic way. Each script will be researched with yourselves to best reflect your organisational environment, language and culture. Delegates can define problems and obstacles and in a practical manner, face and change them in a way that can be transposed to the work place.
How will it help your staff?
They will be given the opportunity to influence procedures and behaviour in a safe environment and not be role-playing against someone they feel threatened or uncomfortable with.
Forum theatre will concentrate their mind and allow them to be absorbed and entertained by the actors. They will feel empowered as they can speak to and question the actors altering their behaviour and creating best practice before their eyes.
The ‘Welcome to Excellence’ series of training programmes, are offered through the regional tourism organisations and JKS. They are the most successful customer service training initiative in the UK with over 240,000 people participating since the first course was introduced in 1993.
Companies taking part range from small accommodation providers to larger organisations such as Bourne Leisure, English Heritage, YHA, Centre Parcs and numerous public sector organisations.
JKS can offer the following ‘Welcome to Excellence’ courses
Welcome Host – a one -day training programme which concentrates on improving customer care skills
Welcome Host Plus - a one-day training programme designed to build on the knowledge and skills already developed from the Welcome Host Programme
Welcome Line – a one-day programme, which concentrates on improving telephone service and sales skills.
How will your business benefit?
Welcome to excellence training can help your business, increase sales and profitability, build repeat business, provide higher standards of service for visitors and local residents, enhance customer satisfaction, reduce complaint levels and improve staff understanding of customer value.
Each delegate will receive a high quality delegate workbook and certificate on completion of the course. The training is aligned to the NVQ level 2 in customer service and provides valuable underpinning knowledge.
How will it help your staff?
Welcome to Excellence training will enable staff to:
• Develop their understanding of your customers and competitors
• Develop more advanced communication and customer service skills
• Interact successfully with different types of customer
• Implement effective service recovery procedures
• Work with colleagues as part of a customer-focused team
• Convert enquiries into sales
• Enhance the quality of the service they provide
• Increase confidence in telephone use
• Provide higher standards of service to those who telephone your organisation
