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Your grumpiest customers can become your biggest advocates if you solve their problems quickly, effectively and permanently. We supply the top tips for dealing with tricky customers so your teams can create positive outcomes from every interaction with some simple techniques that make a difference to relationships straight away. Bespoke courses include: Customer needs and expectations Communication styles and how to influence them Assertiveness The 4 psychological fears Dealing with difficult customer behaviour The power of your behaviour Five steps to customer problem solving
Customer service just isn’t enough. Customer experience is where the secret to success lies. Build a loyal and fruitful customer base by learning how to design frictionless processes and build empathetic and solution-focused services with our bespoke courses, which include: Customer service vs customer experience The changing nature of customers and how to stay ahead Customer needs vs customer expectations How our behaviour affects those around us and how to use the power of influence Communicating with customers positively and effectively Moments that matter Building trust and integrity What to do when things go wrong
Understanding cultural differences in the global sales environment is critical to your salespeople’s success. Developing their intercultural communication skills and knowledge of the sales and negotiation techniques of different cultures and nationalities, will help them to ensure relationships are as effective and rewarding as possible. Bespoke courses include: The impact of language and cultural differences on the sales environment Communication techniques in international sales Effective sales questions A global mindset Culture and its impact on sales Delivering on different cultural expectations Perceptions of time across cultures and the impact on sales cycles and timelines
All our skippers and instructors are either fully qualified RYA Yachtmaster or Cruising Instructors with many years of experience sailing in Scotland and with years of offshore experience, sailing across the seas and oceans. They all have various other RYA qualifications and are keen to share their knowledge with you. If you would like to talk about your sailing plans and aspirations, or are interested in customised training at sea or ashore, please contact us at admin@gowestsailing.com
The core principles gained from this course will help delegates have a better understanding of how to manage the relationships between sales and marketing stakeholders on the demand side and the manufacturing and other operational stakeholders on the supply side. PARTICIPANTS WILL LEARN HOW TO: • Take a different perspective on traditional data such as sales history and forecasts, as well as time-phased inventory projections and production capacity. • Recognise how their forecasts impact manufacturing schedules and inventory levels. • Assess whether they are producing enough products to meet sales demand. • Recognise how production is tied to finance and see the financial impact of production decisions, so appropriate adjustments may be then undertaken. COURSE TOPICS INCLUDE: What is S&OP? – Introduction – Definition and benefits S&OP processes – What information is required? – The stages of the S&OP process (including inputs & outputs) The integration of S&OP into a business – Critical success factors for an effective implementation – Typical roles and responsibility matrix
This course will provide the key to successful inventory management, by combining practical inventory control techniques with sound procurement practice, to produce a solid foundation to enable your supply chain to meet customer expectations at the lowest possible cost. PARTICIPANTS WILL LEARN HOW TO: • Understand the role of inventory in an effective supply chain. • Understand categories of stock and how to tailor stockholdings. • Learn how to utilize key concepts, variables and metrics that allow for effective management of inventory. • Understand how product demand and product lifecycle are connected to inventory management. COURSE TOPICS INCLUDE: • Demand Characteristics and the Product Life Cycle • Push and pull systems • Demand forecasting • Categorisation of stock • ABC Analysis • Economic order quantity and minimum order quantity • Safety stock and stock cover • Materials requirements planning (MRP) • Stock replenishment systems • The cost of managing stock
The course helps participants understand the role of demand and inventory planning in the wider context of supply chain management. It aims to demonstrate how to improve the alignment between supply and demand to maintain good levels of customer service and on-shelf availability whilst eliminating excess stock and reducing inventory investment. PARTICIPANTS WILL LEARN HOW TO: • Understand the role of demand management and its benefits • Identify the key demand characteristics and patterns; learn how to use them to improve forecast accuracy • Develop an understanding of key qualitative and quantitative forecasting methods • Learn how to conduct fundamental inventory analyses with a view to achieving the appropriate trade-off between stock and service level COURSE TOPICS INCLUDE: The role of Demand Management • The end-to-end view of Supply Chain Management • Demand Characteristics and the Product Life Cycle • Demand patterns • Push and pull systems Background to forecasting • The forecasting Process • Time-series methods of forecasting • Calculating forecast errors Inventory Analysis • Categorisation of stock • ABC Analysis • Economic order quantity and minimum order quantity • Safety stock and stock cover Inventory Management • Materials requirements planning (MRP) • Stock replenishment systems • Practical inventory management • The cost of managing stock
This course provides exceptional training on the principles and processes required to successfully operate a warehouse. PARTICIPANTS WILL LEARN HOW TO: • Learn about the characteristics of a warehouse and its function • Understand the basic principles of effective layout design and product storage prioritization • Gain an understanding of modern practices in warehouse operations, such as Kanban and 5S • Understand the importance of packaging and data inputs to improve the performance of pick and pack operations • Understand the role of KPIs in warehouse and supply chain management COURSE TOPICS INCLUDE: Material storage as part of supply chain management Evaluation of outsourcing issues Challenges of codification and traceability Performance management Automated and mechanized systems Different storage methodologies Use of Warehouse management systems Optimum cube utilization and labour productivity Picking and packing management systems Goods receipt and dispatch
