The management and staff of Paragon Business Development Centre (BDC), wish to thank all you who gave us the opportunity to serve you through our various programmes in the year 2011.We wish to take this opportunity to wish you a very fruitful business year 2012.

As we enter the year 2012, we hope you are able to ascertain your level of struggle, success or failure in the year that has gone by. However, remember that unless you had goals or targets, your success or failures are against the wind. This is a lie of comfort where there were no measurement parameters.

Paragon BDC would like to partner with you in the current year to set our proper and achievable gaols to enable you move with energy as you achieve them one by one. We will be glad to facilitate you prepare your strategic plan if you don’t have one.

Our true differentiation lies in the expertise of our Team of Training & Consulting Professionals, with enviable exposure & experience. We have with us a team with the desired blend of top management experience and a strong Academic / Research background. Our Management Training Consultants have been rigorously selected firstly for their professional experience: they have all had successful business careers prior to joining Paragon Business School programmes. This means that they have a tremendous amount of experience to draw on, as they engage with our participants.

Feel free to contact us anytime through the contact details on our website.

Who holds the key to your success in the public relations of your company?

With advanced technology in the world today, one may think that what we need is more of it at our businesses so as to achieve our set goals. However even God in his good plans of beautifying the earth; he bestowed the duty on man who he created in his own image.

Good people are able to work with bad processes, but the reverse isn’t true. You can have a good process but if someone doesn’t follow that process, then it is useless.  Processes can be quickly established, but good people can be hard to replace if lost.

(Participants in our last refresher course programme at Royal Castle Hotel)

The human element can often be neglected in the modern, high-tech world, but focusing solely on management by processes is an over-simplistic approach – it is people’s behaviour, values, moods, motives and passion that are the key to high performance and good customer relations. In order for one to exploit his or her potential there are key characters that must manifest when dealing with customers and they include:

• Maintain or enhance self esteem with everyone you deal with e.g. “That’s a good idea”;  “I really appreciate that”;  “Welcome, how can I help you?”  “Thank you” and so on

• Listen and respond with empathy (that is sympathetic understanding) e.g.  “I can see why you feel let down.  Let me see what I can do . .”; “I understand your problem, I’ll get someone who can help you immediately”

• Involve the customer e.g.  “What did you have in mind”; “These are the options . . .”;  “Even though we can’t do that, perhaps we could…”

Participants from Jihan Freighters pose for a photo at the end of a training session.

In order for an employee to manifest the above characteristics, he or she must be motivated enough or otherwise having good certificate in any field related to public relations may not count. Well motivated staffs are well-dressed, well-spoken and sincere.  They have the knowledge of the company product or service and the company itself. Other qualities that manifest from motivated staff include:

• Always courteous; listen to the client; act fast to calm clients if they have a complaint, especially if they are angry and making a scene
• Never lets customers go away dissatisfied.  Market research statistics have shown that a dissatisfied client will tell at least 8 people about you in a negative way, and those 8 will probably tell others
• Always have promotional material with them, including business card.  If the client is negative, they are still pleasant and leave their contact with them.  They always leave a good note with clients.

All customers want to feel valued, understood and served well.  They have special reasons for choosing to do business with your organisation – they believe your products or services will solve their problems and satisfy their needs better than your competitors. It requires team work and commitment from all involved to satisfy the customer.

At Paragon Business Development Centre we have designed programmes tailored to give company employees’ ownership and commitment to its goals and objectives. For more on this an more, drop us a mail.