Centric Hub Vol. 1 Issue 6
PASSION PERSONIFIED Customer Centricity Limited -‐ The Perfect Brand
EXECUTIVE PRESENCE -‐ Chinedu Duru (MD, Hamilton Lloyd & Associates)
NO BE WINCH, NA
STRATEGY
-‐ The CORE with Uloma
TRAINING CALENDAR
2013
A Customer Centricity Limited Publication© 2012
Executive Presence- Part 1
WELCOME to the Centric Hub! In this edition of Centric Hub, we have as usual, interesting and relevant information for you. We have a very informative piece written by Mr. Chinedu Duru, MD Hamilton Lloyd on Executive Presence, I’m quite sure you’ll find this information both useful and interesting. The article will be broken into 3 parts so be sure to look out for it. Our Dramatic Impact Series Training will be commencing soon and details will be given so be sure to get your reservations before hand. Happy reading!
How many times in Corporate Nigeria have we come across Executives who, though generally known to be brilliant individuals, come across as bland and colourless upon closer interaction? When such people make speeches, they bore all the listeners to sleep. When people describe such execs, they say things like “He's so low-key he's invisible” “How did he get to this position?” What the executive being described above lacks is, ‘Executive Presence’! Executive Presence has that hard to define quality to it but is usually easy to see. It is the ‘wow factor’, the headturning, impossible to ignore presence and most people that are on top of their game possess. Some common traits of those who do project Executive Presence are: they radiate confidence, poise and authority; they know how to connect with others; and, most important, they build on their own strengths and are genuine. Executive Presence is one area that needs to be worked on by Executives as they transit from middle management to ‘C’ level management. It is key that it is developed because when you have it, people want to promote you, do business with you, give you better assignments, and recommend you to others. According to Suzanne Bates, Executive Presence creates a strong personal brand. The brand is the message or impression that comes to mind when people see you, hear of you or think about you. In business, you need to build your brand with everyone – your colleagues, boss, direct reports, clients or customers; because it’s impossible to meet and know everyone well. Brand gives you word of mouth that is a tremendous advantage A key ingredient of Executive presence is authenticity. It is important to be authentic to be believed and respected, but it isn’t enough for you to know you’re authentic on the inside nor is it enough if you just appear externally authentic in your communication and behaviours. It’s essential to have both internal and external authenticity to manifest truly authentic Executive Presence. Chinedu Duru Internal authenticity is meaning what you say. External authenticity MD/CEO, is saying what you mean. Hamilton Lloyd & Associates
TO BE CONTINUED…
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PASSION PERSONIFIED Customer CentriCity Limited- The Perfect Brand
- Onyinye Eronini
As I rode to work today, my friend and I tuned into this radio station were a practical talk show host was talking about how one of the heads of a multinational company was complaining about the calibre of trainers that we have around. He complained about how they were lazy, how they use out dated case studies, how they give impractical solutions that cannot be applied by his staff, materials used are copied from the foreign people and the way they operate is not the same as we do so it renders the trainings ineffectual, they are only concerned with the financial aspect and not truly committed to the growth of the company, he also complained that the trainers didn’t even have the ability to train properly. Year in year out, they would identify the training needs of his staff and still after the trainings happened, no change. Nothing ever changes, the staff all remain the same and it became quite frustrating. Eventually, the company opted to do all its trainings in house, by members of staff. While listening to this, the first thought that jumped to my head was, “Pity you don’t know us.” We are Customer CentriCity Limited; we are a passionate, unique and effective organisation with a training team that has been specifically selected with one motive in mind-“Deliver”. I listened to hear if he would mention the name of the company so I could get in touch with them to try and convince them to try us out but unfortunately he didn’t say it. We take the time with each and every client to ensure that their needs are met to the fullest. With each client, materials are prepared from scratch to suit their needs. Our case studies are prepared by us and of course they are put together based on everyday situations which make them easy to relate to. The common thread between all our trainers is “Passion”, this is an important trait that we look out for in our trainers, individuals who believe in the importance of imparting knowledge and are therefore passionate about doing this. When we find these individuals, we arm them with state of the art training materials that equip them with the knowledge needed to face our participants.
We are passionate about what we do, we believe in what we do and we do not believe in just talking at the students, we believe in interaction, we believe in teaching and learning from our students, we believe in having a fantastic time while we learn and this is all made evident during any of our sessions. Come April 25th- 29th, the first leg of our training sessions will begin and this is the perfect opportunity for you to come and witness our competence and delivery style. We are all about putting our money where our mouth is; perhaps you too can put your money where our mouth is. Be a part of our upcoming trainings and the rest as they say, will be history…
Photo Gallery
At the F ATE Fo un
Diamond Bank Inductees
dation s
ession
First Bank Inductees
CCC Staff with the Joint Tax Board staff
Obazele Emmanuel, Akinboboye Abisoluwa OluwaQmilehin, Nwanguma Ezinne, Akhadonome Jane Afebu, Lucy Ogbonnaya, Dim Udoka, Osibodu Yewande Abosade, Eze Blaise, Andy Temidayo Hungbo, Abazie Precious Adannaya, Ndubuisi John Ikechukwu, Okoroigwe Uchechi Judith, TiQlola Olubukola Harrison, Ogah Osatohamen Kennedy, Omiyale Oluyemi Ifeoluwa, Oluwakemi Elizabeth Adeitan, Eneh Vivian, TiQlope Adebusayo Idowu, Fademi Sanmi A., Eniola Olabisi Oyiza, Ogheneovo Utuedor, Ekwebelem Ifeanyi Emmanuel, Olawoyin Abiola Ahmed, Olamide Oludare Orekoya, CelesQne Obioma Iheakanwa, Adeyinka Adetola Ajibola, Fabia Jidechi Omie-‐Benson & Amaechina Edward Uhoegbu
THE
“No be winch, na Strategy” We have had many psychological blockades as we try to evangelize Customer Service in our training events but none have been quite as disconcerPng as a recent one in Lagos. Our 5-‐day class was made up of "hardcore" government employees from various parts of the country! It took prayers and fasPng to be able to stand before them with a course line-‐up that included topics like Ethics, AUtude Enhancement, etc. Our first roadblock came from my "favourite" pupil, from one of the Northern states! "Madam, I understand what you are saying, and I even agree!”, he always started with a commendaPon, "but all these things you are saying cannot work in my state! Even my boss will kill it before we even start!" Now this was just Day One and Mr. Smart Alec was already turning my class away from me! But, he did not know what was coming... They never do! They never remember that we spend weeks and months preparing for each of these classes. They never realise that we really do prepare! Our training method is divided into three parts usually: 1) Pre-‐training, where we ensure that we do our homework. We have proprietary tools developed over the years that combine various bits of research, audits and business intelligence to enable us gain valuable insight into the psyche of our parPcipants, their nuances of their industry and even their "sights and sounds"... and tone! Then there is the 2) Training event itself which is usually experienPal and fun. A style we refer to as DramaPc Impact Series. Our trainers go into class with a singular charge, “Have Fun! You are entertainers that also teach". This charge gives us wings! We enter a class and stay in control of the mood and atmosphere for learning. 3) Post-‐training is our way of ensuring that we have not just a capPve audience, (capPve because of how engaging our style is!) but also an a`enPve audience because they face a test at end which forms part of our report back to the client! Why did I digress? I needed to explain our "joker". While my friends from the Civil Service where erecPng dams and barriers, our teaching, examples and anecdotes melted them away. We located right in their own zone, using examples of their own real-‐life situaPons to explain concepts or bu`ress our points. One parPcipant from Owerri looked at me funny in class as I described a typical situaPon in their office, and asked, "Ah Madam, it is as if you were there the day it happened! That was exactly what happened oh!" To which I answered, "I no be winch... Na strategy!" We do our homework! a
Ulom
A PublicaQon of Customer Centricity Limited Contact Address: 15 Biaduo Road, Off Keffi Street, South-‐ West, Ikoyi, Lagos. Nigeria Email: www.customercentricityltd.com Telephone: +234 0 7065559525
2013
TRAINING CALENDAR 1
COURSE TITLE
DETAILS
COURSE
FEE
DATE
Keep the customers gasping in Customer 75,000 per 29th & 30th of “OMG” April Experience, the delight! The parPcipants are taught Service parPcipant how to use a bag of tricks to enable new WOW in them “stay in character”. This “acPng Service Delivery class-‐based training is fun, believable and transformaPonal.
2
3
2-‐day course ExperienPal learning happens here Sales/ 75,000 per Give your where salesmen and women are MarkePng parPcipant product encouraged, through extensive role plays and individual displays, to 5-‐Star Treatment: Sales develop the sales presentaPon techniques that best show off their PresentaQon in skills. 2-‐day
Stellar course Performance Style The transiPon from the led to the Leadership 45,000 per 14th of June Preparing for leading takes more than just a le`er parPcipant Leadership: of promoPon. This training prepares What it Takes to the new leader for the task at hand Take the Lead and arms them with all the knowledge and skills required to excel.
4
27th & 28th of May
TRAIN-‐THE-‐ TRAINER: Building and Retaining Customer RelaQonships
1-‐day course Take the power into your hands! This Customer N125, 000 24th & 25th of is a very popular session for Service per June businesses who want to keep training parPcipant costs down by organising in-‐house sessions. The ulPmate objecPve of rendering excellent Customer Service is so that Customer Loyalty will be a`ained. This training helps establish the fundamentals in structuring and nurturing these relaPonships
2-‐day course
2013
TRAINING CALENDAR
COURSE TITLE
5
A Potpourri of Magical Sales Success: Salesman Boot camp
6
Building a Successful OrganisaQon: Applying COACHING for Performance Enhancement
7
PosiQve Mental Aftude – Becoming a beher YOU
8
Building a Great Service Culture: Strategies and TacQcs for CreaQng an Environment of Excellence
DETAILS
COURSE
FEE
DATE
Tips and tricks really! It is a Sales and N70, 000 29th & 30th of salesman’s magic hat! Ensures deep MarkePng per July skills in Sales and selling and instructs parPcipant on when to use what. Usually builds confidence and awakens personal style and effecPveness 2-‐day course Training does not always have to be Leadership N125, 000 23rd & 24th of formal – in the classroom. SomePmes per September the most effecPve form is OTJ parPcipant training. Different organisaPons have different ways of ensuring that learning “happens”. We teach a structured manner of achieving this. 2–day course There is only one person that you are Personal N70, 000 28th & 29th in control of in every relaPonship you Developm per October find yourself in. Guess who? YOU!! Of ent parPcipant course it is you!! That’s what we teach self-‐mastery, self-‐knowledge, self-‐projecPon and self-‐actualisaPon. This is achieved using tools like Anger Management, AUtude change a`ainment and much more. Jim Collins in his book GOOD TO Customer 125,000 per 7th & 8th GREAT made it clear that there is a Service parPcipant November world of difference between GOOD and GREAT companies. The DNA of a company can be designed, embedded 2-‐day and assumed. We discuss the concept course of OrganisaPonal Culture, Service Design and Change Management
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