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Angelena Boden

Angelena Boden

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Customer Service - Mini-Book Series

Angelena presents this punchy little book with real life case studies and is the culmination of thirty years of training experience in this field. Whilst much has been written about customer service and training programmes are held all over the world, Angelena recaps on simple service skills which customers beg for and asks the key question:- why doesn’t the theory get translated into practice and who manages the quality of service delivered at the sharp end?
Angelena has been involved in a number of international customer service campaigns and feels that more needs to be done in attitude training. Anyone can serve customers from the head, but what about the heart?

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Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with separately and a case study of the company that was brought to its knees through mismanagement of complaints is also included.

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An examination of the many different ways of thinking - creative, analytical, bottom-line, magical and lateral. Containing exercises and examples, the book aims to improve mental flexibility.

“Because it is small, the messages being put across are very precise, no waffle or padding here - well done Angelena!!”

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This book lists problem behaviour types in the workplace and explains how to identify and deal with them. Types of behaviour covered include passive aggressive, narcissistic and those that play the martyr.

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Making Sense Of Your Life

“As we struggle to make sense of things, life looks on in repose.” Anon.

Cycles are a part of the human experience and a natural part of aging. Seasons change, flowers transform from seed to bloom and so do we but it is not always smooth. Think back to times in your life in your early twenties and that driving need to pull up roots and break away from family in search of a personal identity. Was that a painful, difficult experience? How well did you handle the transition into young adulthood having to rely solely on yourself?

Maybe you had a family that held onto your ankles and involved themselves in every aspect of your life to such an extent you had to kick back hard to find release. Depending on your age now, think about what you would tell your younger self.

Much has been written about the midlife crisis. Some researchers have dismissed it as a myth. Others, especially those who have experienced it around their early forties confirm that it is real and their lives were shaken with the force of a mild earthquake and permanently changed by it, not always for good.

Transition or transformation can be a painful experience, felt internally but expressed externally. It can lead to confusion and in some cases crisis but ultimately growth. Much depends on our personality makeup, past experiences and mind set.

This one day programme examines 3 major life transitions:-

· Around 30 - Now I am grown.
· Around 40 - Midlife and mortality
· Around 60 - Something bigger than me.

How you will benefit:-

· Gain a deep understanding of these transitions through theory and shared experiences.
· Develop skills to navigate through life’s roughest passages.
· Understanding how others have grown and become more fulfilled as a result.

Be able to help others through their transitions with wisdom and empathy.

Cost per delegate: £ 40.00 (not including lunch) Min 4 Max 12 people

Corporate rate £ 350.00 per day plus travel costs (max 12 people)

Skype coaching £ 35.00 per 45 mins.

Venues for open courses: Birmingham, Manchester, Bristol.
Corporate programmes on site or as agreed.

Look out for forthcoming dates.

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