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June Workshops:
Developing Managerial Skills
Consultant Ashraf Hafez presented the Developing Managerial Skills
workshop at AmCham premises on June 1-3, 2004.
The workshop, designed to develop participants’ managerial
skills, is the second of the three-volume Executive Skills Program.
Winning Customer Loyalty
Consultant Yasser El Far presented the Winning Customer Loyalty
workshop at AmCham premises on June 8-10, 2004.
The workshop looks at how to eliminate customer turnoffs and what
alienates customers, and examines how to exceed customers’
expectations and gain their loyalty.
Corporate Valuation
Dr. Hussein Seoudy presented the Corporate Valuation workshop at
AmCham premises on June 20-22, 2004.
The workshop focuses on the mechanics of corporate valuation and
capital structure, examining how to make good decisions and sharpen
valuation skills in a wide variety of contexts. It is essentially
a workshop on how to create corporate value.
Guide to Employee Testing and Evaluation
Dr. Hala Salman presented the Guide to Employee Testing and Evaluation
workshop at AmCham premises on June 22-24, 2004.
The workshop aims to enable participants to avoid making mistakes
in personnel selection. It covers the establishment of criteria
for screening new candidates, appraisal of current employees’
achievement prospects and how to upgrade a selection/promotion system
already in place.
Effective Sales Techniques
Consultant Ahmed Kamel presented the Effective Sales Techniques
workshop at AmCham premises on June 28-30, 2004.
The workshop aims at developing professional sales people who understand
their contribution towards making their companies successful through
professional selling skills that help to maximize profits.
Treasury and Cash Management
Dr. Hussein Eissa presented the Treasury and Cash Management workshop
at AmCham premises on 13-15, 2004.
The workshop aims at:
• Analyzing the main concepts and objectives of treasury and
cash management
• Providing participants with relevant skills to apply cash
management techniques
• Analyzing how to measure cash flows from operating and financing
activities
• Demonstrating how to use current
asset management methods in decision-making.
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Use these seven award-winning principles
to improve customer service
Merrill Lynch Credit Corporation (MLCC) recently won the
coveted Malcolm Baldridge National Quality Award for providing
exceptional customer service. The company’s program
is based on seven key principles, all of which are designed
to get employees to buy into the power of customer service:
• Employees have a stake in the company’s success
• Employees are committed to the mission, goals and
objectives of the company
• Employees share in and constantly practice the company’s
principles
• Employees believe that the company’s success
is their success.
• Employees believe that doing the right job is more
important than getting the job done quickly
• Employees know their performance will be measured
and evaluated
• Employees know they will be held accountable; they
also know they will be recognized for a job well done
However, laying down these principles is one thing; getting
employees to live by them is another. To help employees do
this, MLCC uses a training strategy it calls “Triple
F Training: Foundational, Functional and Focused.” Here’s
how it works:
• Foundational Training starts with a three-day Partner
Orientation Program that builds employees’ knowledge
of the values, culture and tradition of MLCC. This orientation
also builds basic quality and teamwork skills.
• Functional Training gives employees the technical
skills they need to perform their jobs; the length of this
training varies according to the amount of contact the employee
will have with customers.
• Focused Training is ongoing, and provides employees
with new knowledge, skills and abilities so they can continuously
improve their performance.
Adapted from Customer Service & Retention
Reprinted with permission from the Manager's Intelligence
Report, www.ragan.com
(800-878-5331) |
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