Customer Service & Team Culture Development Program

The Customer Service and Team Culture Development Program is for organisations that want to develop their team dynamics and organisational culture. Growth opportunities are identified for all levels of the business and tools are provided to measure improvement before and after training and coaching.

At PDT we believe that increasing the capability of your Customer Service Team and growing your organisation's culture should be done in partnership.

Beyond a training company's traditional role of just customisation and delivery, we support you with analysis, measurement, reinforcement and coaching.

Most importantly, we demonstrate our true partnership approach by aiming to reduce our role over time and provide you with the resources to run any components you choose to manage internally.

PD Training Customer Service and Team Culute Development Program Details

1. CUSTOMER SERVICE Development Program

PD Training Customer Service Program Collaborative Planning Icon
Collaborative Planning
  • Agree on key business outcomes
  • Identify participants
  • Decide on contextualisation or customisation by PDT instructional designers
PD Training Customer Service Program Awareness Icon
Awareness
Customer Service Program Awareness Icon
  • Personal Style Profile
  • Team Dynamics Viewer
  • Current RQ score
PD Training Customer Service Program Where are we now Icon
Where are we now?
Customer Service Program Where are we now? Icon
  • REACH 360
  • REACH Culture
  • Growth opportunities identified
Customer Service Program
Initial Customer Service Development Program
  • Total 15 Days of PDT Professional Services:
  • 3 x debrief days
  • 6 x days of facilitation
  • 6 x days of coaching
  • 1 x Position Profile
  • Typical First Phase Investment for 5-15 Team Members:
  • $58,500 + GST + Travel if Required
  • + REACH Subscription
  • + Printing if requested (all pdf’s supplied)
  • + Instructional Design if required
PD Training Customer Service Program Topic Delivery Icon
Deliver Selected Topics
Customer Service Program Training Icon
  • Deliver Selected Workshops
  • Customer Service
  • Professional Telephone Skills
  • Handling Irate Customers
  • Resilience Training
  • Emotional Intelligence etc
PD Training Customer Service Program Deliver Topics Icon
Monthly or Bi-Monthly Schedule
  • 1 topic every second month over 12 months
PD Training Customer Service Program Implementation and Coaching Icon
Implementation & Coaching Between Sessions
Customer Service Program Application Icon
  • Action Plan Execution
  • Coaching
PD Training Customer Service Program Celebrate Growth Icon
Celebration
Customer Service Program Celebrate Growth Icon
  • Celebrate the growth journey with graduation and plaque
PD Training Customer Service Program Improve Hiring Icon
Improve Hiring
Customer Service Program Improve Hiring Icon
  • Create a unique 1-page Position Profile.
  • Allows you to hire more people with the same profile of your highest performers.
  • Requires over 30 people
PD Training Customer Service Program Measure Growth Icon
Where am I now?
Customer Service Program Where are we now? Icon
  • Retake and Measure REACH 360
  • Retake and Measure REACH Culture
  • Retake and Measure RQ score
PD Training Customer Service Program Measure Growth Icon
Where am I now?
Customer Service Program Where are we now? icon
  • Retake and Measure REACH 360
  • Retake and Measure REACH Culture
  • Retake and Measure RQ score
PD Training Customer Service Program Improve Hiring Icon
Improve Hiring
Customer Service Program Improve Hiring Icon
  • Create a unique 1-page Position Profile.
  • Allows you to hire more people with the same profile of your highest performers.
  • Requires over 30 people
PD Training Customer Service Program Celebrate Growth Icon
Celebration
Customer Service Program Celebrate Growth Icon
  • Celebrate the growth journey with graduation and plaque
Handover and Embedding with your Team Icon

2. handover

HANDOVER AND EMBEDDING WITH YOUR TEAM

Your internal HR Managers and/or Managers are trained in accessing and using resources to embed and extend the learning from the Initial Customer Service and Team Culture Development Program (Phase 1).

Over 2-3 Days of engaged training, your nominated HR Managers and/or Managers will become proficient in using the REACH Ecosystem resources for follow up training, coaching and future hiring.

Total of 3 Days of PDT Professional Services:

3 x Handover Training and Support

Typical Handover Investment:

$10,500 + GST + Travel if Required

Handover and Embedding with your Team Icon
Additional Benefit:

The REACH Ecosystem includes resources to support recruitment, customer service development, general staff training, coaching and more.

All tools are at $0 additional cost, extending the use of the REACH Ecosystem to replace existing disparate tools reduces costs by ~80%.

Using the resources in the different contexts naturally embeds the language and framework.

3. Future Customer Service Development Programs

Future Customer Service and Team Culture Programs Icon

Having an ongoing learning partnership with us means when you bring on new cohorts you can reduce your future training and development costs by up to 80%.

You can use the same training and development structure using the now familiar tools, and the handover and embedding has provided your HR Team with familiar tools and resources to allow for less outsourcing.

This usually brings it down to 4 Days of PDT Professional Services (Delivery of specialist topics, coach specific people or to update your materials to include learning from a previous round).

Future Customer Service Development Programs for new staff are only:
$14,000 + GST + Travel if Required.

A clear path for ongoing people development and continued growth.

All Programs leverage from the REACH Ecosystem. The REACH Ecosystem provides unified resources that help achieve a simple, consistent experience with a single framework embedded into all training and coaching.

This results in a better learning experience and increased application.

PD Training REACH Cultural Development Icon
Cultural Development
  • Easy to initiate quick culture survey
  • Includes employment engagement, Employee NPS and intent to stay
  • All resources for training to improve culture available in the REACH Training Library
  • Measurable outcomes with clear reporting
PD Training REACH Development Through Coaching Icon
Development through Coaching
  • Personalised Coaching program with the Coaches Companion
  • Suitable for use with internal coaches or external professional coaches
  • Based on GROW Model
  • All resources for training available in the REACH Training Library
  • Improved Team Growth with RQ 
PD Training REACH Staff Professional Development Training Icon
Staff Professional Development Training
  • Training needs clearly identified by Profiles, 360s and Culture Surveys
  • Full coursed with all resources and activities
  • Standalone Make it Stick activities for team meetings and lunch ’n’ learns
  • Supported by the Trainers Companion
  • Can be reinforced with externally provided training
PD Training REACH Team Leadership Capability Icon
Team Capability
  • Support development with Training & Coaching
  • Build team agility with the Team Development
    Companion
  • Grow you team with the training tools in the 
    REACH Ecosystem

Identify Opportunities – Implement Training and Coaching – Measure Success

PD Training REACH LReport on Growth Icon
Report on Growth in REACH
  • Higher Reach Quotient (RQ) correlates to improved organisational culture
  • Use of the REACH Ecosystem will grow RQ
  • Report on RQ growth
  • RQ can be measured for the company overall using REACH Culture, and for individuals using many included reports
 
PD Training REACH Awareness of self and others Icon
Awareness of Self & Others
  • REACH Profiles including Team Dynamics, Personal Style Profiles and Communication Profiles
  • Supported by Training and Coaching resources that integrate the same frameworks
PD Training REACH Improve Recruitment Icon
Improve Recruitment
  • Tools to improve recruitment With speed and success
  • Role-defined Position Profiles
  • Recruit the right fit for your teams and organisation

A clear path for ongoing people development and continued growth.

All Programs leverage from the REACH Ecosystem. The REACH Ecosystem provides unified resources that help achieve a simple, consistent experience with a single framework embedded into all training and coaching.

This results in a better learning experience and increased application.

REACH Cultural Development
Cultural Development
  • Easy to initiate quick culture survey
  • Includes employment engagement, Employee NPS and intent to stay
  • All resources for training to improve culture available in the REACH Training Library
  • Measurable outcomes with clear reporting
REACH Development Through Coaching Icon
Development through Coaching
  • Personalised Coaching program with the Coaches Companion
  • Suitable for use with internal coaches or external professional coaches
  • Based on GROW Model
  • All resources for training available in the REACH Training Library
  • Improved Leadership with RQ Growth
REACH Ecosystem Logo
Identify Opportunities. Implement Training and Coaching. Measure Success.
iREACH Staff Professional Development Training Icon
Staff Professional Development Training
  • Training needs clearly identified by Profiles, 360s and Culture Surveys
  • Full coursed with all resources and activities
  • Standalone Make it Stick activities for team meetings and lunch ’n’ learns
  • Supported by the Trainers Companion
  • Can be reinforced with externally provided training
Report on Growth with REACH Icon
Report on Growth in REACH
  • Higher Reach Quotient (RQ) correlates to improved organisational culture
  • Use of the REACH Ecosystem will grow RQ
  • Report on RQ growth
  • RQ can be measured for the company overall using REACH Culture, and for individuals using many included reports
REACH Team Leadership Capability Icon
Team Capability
  • Support development with Training & Coaching
  • Build team agility with the Team Development
    Companion
  • Grow you team with the training tools in the 
    REACH Ecosystem
REACH Awareness of Self and Others Icon
Awareness of Self & Others
  • REACH Profiles including Team Dynamics, Personal Style Profiles and Communication Profiles
  • Supported by Training and Coaching resources that integrate the same frameworks
REACH Improve Recruitment Icon
Improve Recruitment
  • Tools to improve recruitment With speed and success
  • Role-defined Position Profiles
  • Recruit the right fit for your teams and organisation