The Branded Customer Service Tool-Kit includes comprehensive training and workshop resources to enhance your learning and development interventions.

Every training intervention influences and changes your organizational culture. How do you ensure that all training and development is aligned to your business strategy?

The branded customer service Tool-Kit provides both a framework and the resources to overlay your existing training interventions with your brand and business strategy to create true differentiation in both your customer and employment brands:

Eight 1 and 2-day workshops complete with comprehensive leader guides, workbooks, activities and visual aids:

	Living the Brand – a workshop to educate all staff about brands and service, what is unique about your organization’s brand, and how they can create on-brand service experiences for your customers
	On-Brand Service Recovery – build the capability to strategically manage customer complaints so that your organization’s brand and reputation are strengthened
	Recruiting On-Brand – educate managers on how to attract, select and induct new staff that fit with your brand and culture
	Empowerment for On-Brand Service – equip managers with new knowledge and skills to create an environment where employees and teams are truly empowered.
	Managing for On-Brand Performance – ensure that leadership and management practices support your brand and business strategy
	Write On-Brand – provide managers with the skills and knowledge to develop and write internal communications that reinforce your brand and culture
	Brand Champions – establish a team of committed and effective champions that work internally to support your brand, culture and change management initiatives
	Brand DNA – a workshop that leads key decision-makers through a process to define the customer experience in relation to your unique brand and culture
Workshops have been developed using leading instructional design and are supported by fabulous materials:
	A CD containing all the workbooks, templates and PowerPoints so that you can fully customise workshops for you own company.
	Over 60 activity cards that can be used to support training or used by managers in staff meetings to support and encourage on-going learning around branded service messages.
	Visual aids that bring a vibrancy to the learning environment with full color posters to use around the training room.
	Comprehensive introduction guides that clearly explain the purpose of each workshop and how to maximise the effectiveness of your intervention.
In addition, the Tool-Kit includes:
	Membership to the Branded Customer Service on-line Resource Center where a global network of other human resources, marketing and customer service specialists can raise issues, share ideas and experiences.
	A comprehensive measurement methodology around discovering how your service experience is currently perceived by staff and customers.
	An interactive workshop-based exercise to analyze the strategic and operational aspects of your human resource function.
	Guidelines, samples and templates for running focus groups, culture surveys and developing an integrated internal communication plan.

The Tool-Kit resources are designed so that they can be easily integrated into your existing Learning and Development functions:

• Mix and match modules with your current training offerings thereby overlaying core brand messages into all your training efforts.
• Integrate a range of activity cards into day-to-day staff meetings ensuring that messages are constantly being reinforced and explored.
• Maximize the effectiveness of internal trainers by providing all the resources they need.

It’s comprehensive, easy to navigate and great to use!  Trainers, HR advisors and managers from all parts of your business will enjoy working with the materials.

Consider the cost of engaging external consultants to design and deliver this amount of training in your organization!  It’s extraordinary value!

	Discover how to become a master of Branded Customer Service and apply the Tool-Kit in your own organization or consultancy.
	Email us if you have any queries or for more information.