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Why Embrace Virtual Training?

Why Embrace Virtual Training?

Remote working is most definitely the new normal for the majority of organisations all around the world, but can your current workforce support your operation through this transformation?

Why you should embrace virtual training at this time:
Upskill your team for the high-skill tasks and mentally demanding roles that would be critical to support the regrowth of halted operations, post COVID 19

How RCI delivers our Virtual Instructor Led Training (VILT)?
By leveraging interactive and collaborative technologies and educational technologies (EdTech) like virtual reality (VR), augmented reality, discussion platforms, and conferencing software,

Benefit to your business, stakeholders and team:
o Taking this approach can ensure that staff members remain reassured, engaged, energized and, crucially, reskilled and upskilled, ready to take on newly formed roles once they’re back in the workplace.
o Retrained workers can then return to the working world when the pandemic is over with improved ability to support the business in the next stage of its transformation journey.
o By learning through VILT, employees from different offices, cities, countries and even continents can now learn together, in a virtual space. Consistency and scalability can be achieved, reaching an entire workforce and ensuring L&D is equally available to all, regardless of location.
o This isn’t just about helping the organization navigate uncertainty; it’s about providing a sense of self-fulfilment to remote workers that their continued development is valued by the organization.

To discuss further or make a booking, send an email to or call any of the RCI offices closest to you.

Building Customer Loyalty

Building Customer Loyalty

Many firms recognise the importance of establishing and sustaining mutually beneficial relationships with customers and have developed customer relationship management (CRM) strategies. In this course, we examine CRM as a business strategy that integrates internal processes and external networks to create and deliver value for targeted customers and for the organisation. We will take a broader view of ‘marketing’ than just designing a product, advertising, pricing and distributing it to consumers. It examines the role that stakeholders, such as internal staff, suppliers and influence groups, play in shaping relationships with customers.

Tools For BCL
The Customer service Tools
• Effective customer relationship management means organising your business to focus on the needs of customers.
• Setting out the levels of service you plan to offer different customer types. For example, you might assign key account managers to your most profitable customers.
• Ensuring that all customer-facing employees have all the information they need to effectively serve your customers. Empower them to act independently, where possible.
• Draw up procedures for handling customer contact. For example, standards for speed and courtesy when answering phone calls.
Identify and address weaknesses that could affect customer service
• Choosing reliable suppliers
• Building good relationships so they will help you out in a crisis.
• Setting up a production process that minimises defects, rather than relying on inspection of the finished product.
• Establishing systems and cross-checks to ensure that every order is correctly executed (the right product delivered to the right address on the right date).
• Make sure you have the capacity to fulfil orders and provide quality service.
Develop strategies for providing a personalised service
• Personalise all communications and the email addresses of customer-facing employees
• Giving each customer a named account manager
• Give key customers benefits which are particularly visible
• Only make promises you can keep e.g. if you say you will speed up delivery for key clients, ensure you are able to fulfil this
Aim at Reducing and Managing Complaints
Having a customer complaint process is vital for every business. You will learn why customers feel they need to complain and what they expect to achieve from it, whilst also learning how a good complaints process can benefit your business.
• Receiving Complaints
Complaints can arise through a number of different forms, from phone to social media to in person. Here you will learn how to react to these complaints and how to structure any response to the complainant.
• Investigating Complaints
Any complaints you receive need a thorough investigation process. Here you will learn about what considerations need to be taken into account when deciding to investigate a complaint, and the 3 steps to carrying out an investigation. You will also understand how to deal with the complaint with impartiality.
• Use Complaints to Improve
Finally, you will learn how to review your complaint handling process and examine other ways to reduce the number of complaints you receive.

Harnessing Your Potentials

Harnessing Your Potentials

Human potential is encapsulated in both the talent and energy people bring – that is, the capabilities people offer as well as the energy they are willing to invest in getting the job done.

Have you heard the phrase, “use what you’ve got to get what you want”? When it comes to ensuring that your team (at their different levels and departments) are performing to their utmost, there are tried and tested techniques to achieving this. Unlike what most people have been made to believe about successful organisation with productive employees, there are no perfect employees anywhere, but these organisations are perfecting the art of bringing out the best in their people.

Whether or not an individual or team lives up to their full potential largely depends on how they choose to behave and it’s up to the organisation to create an environment that encourages high performance and adherence to your company values.

The “How To”
Build your team’s spirit without compromising your organisational values
Encourage those things that energise people and work to avoid the influence of those that drain your team. Ensure every member of your team has the drive and fuel to succeed by leveraging the five common influencers of a person’s spirit at work:
1. Sense of personal value: How we feel about ourselves as well as how we believe others feel about us energises or drains our spirit.
2. Relationships: When we trust and respect the people we work with we are more likely to be energised and engaged.
3. Purpose and meaning: How people feel about what they and their organisation contribute to the world typically matters to the strength of their spirit.
4. Belief: The strength of our belief is reflected in how we feel about the future and our ability to influence that future.
5. Enjoyment: Having fun at work isn’t only OK, it’s necessary for people to thrive at work. When people enjoy what they do they are more likely to invest energy and strive to succeed.

Unleash Your Energy
Tapping into the potential of your team requires you to inspire their passion and desire to achieve success – it’s what drives how much energy they choose to invest in getting there.

Seven Critical priorities to focus on are:
1. Lead by example
2. Earn trust and respect
3. Give people something to buy into
4. Establish clear expectations of the role you need each person on your team to play and empower them to do it.
5. Focus people on shared objectives: that is, the things they collectively ‘own’ and need to link arms with their colleagues in order to achieve.
6. Put milestone checks along the way
7. Celebrate wins
Rightly deploy Strengths
1. Incorporate strengths into performance conversations and reviews
2. Help employees align their strengths with the expectations and responsibilities of their roles
3. Open career-growth opportunities or training for your team
4. Training opportunities for employees who show strength in particular areas
Focus on personal potential
1. Potential is finite; It requires concentrated work and choices to fulfil it.
2. Know your horizon.
3. Know your patch of the planet.
4. Know your native strengths that will be torqued.
1. Keep momentum and focus
2. Utilize the energy a crisis brings
3. Your action today will pave the way to a long-term resilience

Understand what you need to achieve
It isn’t enough to have a broad notion of the outcomes you and your team are striving for, it’s critical that you understand the specific capabilities and investment in energy it will take to get there.
“The foundation of every great team is a direction that energises, orients, and engages its members,” write Martine Haas and Mark Mortensen in HBR article The Secret of Great Teamwork.

“Teams cannot be inspired if they don’t know what they’re working toward.”

A vision that makes clear the team’s purpose and direction, and individuals’ roles and responsibilities within it, is a prerequisite of any high-performance team, says Stacey Ashley FCPA, author of The New Leader. A shared vision helps create a group whose members have “the same overarching agenda” and provides a path forward when navigating competing priorities.

Working Together and Thriving in the New Normal

Working Together and Thriving in the New Normal

What a year 2020 has been!

We all seem to be well versed with the changes 2020 brought with it, as well as terms such as, social distancing, wearing of face mask, elbow shake, living at work as compared to working from home etc. All of these and many more, constituting the “New Normal”.

We all cannot ignore these changes we have seen all through 2020. At this time, more than ever before, there has never been a stronger need to upskill your members of staff, especially as we enter the stabilisation and recovery phases of the crisis. As the new normal takes shape, the labour market needs to become more agile and resilient to future shocks. One of the ways our client organisation can do this, is by ensuring that members of staff are well equipped and trained, so that they remain equipped and prepared because the face of business as we know it has most definitely changed.

Here at RCI, we are fully immersed in our vision and objective for 2021, which is Working Together and Thriving in the New Normal. The result we hope to achieve from this is to build, in collaboration with you our client, a platform to foster creativity, innovation, and collaboration globally despite all the restrictions the “new normal” is imposing on the world of business.

Like you, we recognise that the greatest asset in any organisation, are the people who represent and interpret the value you have to add to the world at large through your products and services. The investment in your people is therefore without fail, of immense value to you. In creating a sustainable business, through the tool of capacity building, our objective has to be well aligned as to whether training is a reward or a business need. In this new normal, most agree that upskilling your staff members have moved beyond being seen as a privilege but a necessity for business sustainability.

All of our courses in this 2021 brochure have been revamped to reflect our new normal. Please take the time required to look through and map these courses to your training needs.

We look Forward to engaging with you.