Welcome to Golden Training, we offer a wide range of bespoke training workshops in Birmingham. These services include mystery shopper training, disability training, customer care training, equality and diversity training, EDI accredited training, and our bespoke 90 minute training packages. Click one of the sections below to see more information on our different services or you can fill out an enquiry form and we will get back to you as soon as possible:
Customer Care Training
Introduction
- In today's competitive business environment, good relations are essential to secure new and repeat business. This workshop emphasise the role that each person plays towards good customer relations within their organisation. Many people are unaware of the image they portray whilst involved in telephone communication. Time will be spent on developing delegates' telephone skills, we will analyse areas for self-improvement so that each delegate takes away a personal action plan.
Benefits To You
- An opportunity to appreciate the business value of providing excellent Customer Care Gain skills in handling difficult customers. How to ensure that your
personal style helps not hinders. Gain confidence in dealing with different types of people on the telephone.
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Equality and Diversty Training
Introduction
- Blue, green yellow, tall, short - what does it really matter? This workshop is designed to allow you to evaluate the importance of equality and diversity in your team and workplace. Also the impact it can have if you do not embrace equality and diversity in your environment.
Benefits To You
- Appreciate and understand your own organisations policy and procedures in relation to equal opportunities and diversity. To build tools and techniques to challenge behaviours and thereby reinforce positive values and expectations.
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Disabilty Training
Introduction
- Is your company and staff meeting it's legal obligations when it comes to meeting the needs of disabled people? If it isn't you could be taken to court. Are you addressing disability as part of your training? Can your customers or visitors easily gain access to your building and contact you easily? Do you know what the "concept of reasonable adjustment in employment" is?
If you answered NO to any of the questions above you may be in breach of the Equality Act 2010 which along with along with other Acts replaced the Disability Discrimination Act 1995.
Benefits To You
- The Equality Act 2010 requires all employers to provide employment rights for disabled people and it also against the law for any company that provides goods and services to offer a less favourable service to a disabled person. This half day workshop will make sure that you have got all of your bases covered when it comes to meeting the needs of disabled people - both your staff, suppliers and customers.
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Mystery Shopper Training
Introduction
- Our aims are to provide a good introduction and understanding of mystery shopping operations. The workshops are aimed at key senior/middle management personnel who are responsible for managing mystery shopping projects and will provide them with a greater understanding of the mystery shopping business including applications, operations, and getting and dealing with clients. We will ensure that the delegates have input into the detail of the workshop by asking them for their expectations before the workshop. Delegates will also have opportunities to network and to make friends in the industry.
Benefits To You
- The Mystery Shopping training will generate rich information on what your customers think about the service and products you offer. The Mystery Shopping training will also give you detailed insight into the operational execution of your business, as well as feedback on the competence of your staff.
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90 Minute Training
Our 90 minute training focuses on specific topics: this means you can concentrate on key issues rather than the broader picture. You can even combine two different 90 minute courses to cover complementary issues. Alternatively, we can deliver the same courses up to four times in a day to different groups of people. All programmes can be delivered in-house to minimise disruption.
Our 90 minute workshops are designed to be flexible. You can choose from a minimum of two courses to a maximum of four delivered in a single day.
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EDI Accredited
EDI is an accredited Awarding Body and leading international education company with a wide range of products and services including vocational and professional qualifications both within the UK and internationally through LCCI, Goal online assessments for schools, approved training programmes for employers, an electronic assessment delivery system, electronic portfolio package and specialist business broadband service.
We are committed to being the number one choice of awarding body partner, through delivering the highest levels of accredited training programmes, to attract new customers and to retain the loyalty of existing customers.
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Mystery Shopper Programme
The level and quality of service you deliver to your customers is vital to your company's success. Your customers' total experience with your company and your staff dictate whether your company will succeed or fail...whether you will be profitable or not. Simply having expectations about what sort of experience your customers will have is not enough...you have to measure, you have to inspect. Objective, anonymous, third-party assessments of the customer experience will provide the information you need to ensure that your expectations for customer experience are carried out in reality.
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Diversity & Equality audit
A Diversity & Equality audit will help you assess how effectively your diversity and equality policies, procedures and, most importantly, processes are operating within your organisation. Commissioning a Diversity Audit is a proactive best-practice approach towards developing and integrating a diversity strategy in order to comply with ever changing legislation, to improve your business effectiveness and to ensure that service provision reflects best practice.
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Equality and Diversity policies and/procedures
A proactive approach to diversity will help you to recruit the best staff and ensure everyone performs to their full potential.
We design and provide up to date policy and procedure templates to help you audit your organisation keep abreast of employment legislation, best practice and contractual obligations. We believe that by promoting equality in respect of all six Equalities strands we will all share in the benefits that embracing diversity will bring.
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