My name is Reeta Minhas-Judd BA, Assoc CIPD, DIP He. I am the creator of RMJ Training Services. I started the company in 2019 because of my many years of experience working in customer facing roles and always craving good customer service. This is why RMJ Training Services was formed.........
I worked for a photo engineering company based in Eastbourne, where I began my journey
of Customer Service Training.
My job entailed visiting sites around the country and ensuring my clients were happy with the level of customer service they were receiving from the company I worked for. Unfortunately, the feedback I was receiving from the majority of clients was there was a poor level of customer service. I fed this information back to the CEO of the company, who then tasked me with designing and delivering a customer service training programme to all staff within the organisation, some 200 personnel.
My very first training session was held on a one-to-one basis, with a young lady who was very nervous, so after initially calming her down, I began delivering the session. After the session had ended, I asked her for feedback as this was my way of considering how to improve the course. She looked at me and asked, "So how many years have you been training?", to which I looked at my watch and replied "2 hours!" The lady was quite shocked at my revelation, and at that very moment, I realised that I had found my passion and that was good customer service.
Well, now after running several hundred training sessions nationwide, I still firmly believe that the most vital element of good business is providing excellent Customer Care. With this in mind, I decided to do what I do best, and now design and deliver bespoke training courses in Customer Service for my own business.
Customer Service is pivotal for each individual and I truly believe that all customers receiving any type of service, deserve the highest level of such service, and that we should all be committed to providing just that.
Explore the rest of my website to learn more about what I have to offer, and please get in touch with any questions.
RMJ Training Services is here for you!
Exceeding Your Expectations
RMJ Training Services has earned its positive reputation because we go out of our way to provide truly exceptional service to each of our customers. We understand that your needs can change last minute, and we’re ready to adapt our services quickly to ensure your success. Read on to learn more about what we can do for you.
What Can We Offer......
Poor levels of customer service in the UK are becoming more common. How many times have you cringed listening to your receptionist on the telephone or even worse, face to face with clients? Getting more complaints from clients or even worse, watching clients leaving your business without any satisfaction! We want to help to tackle these issues, and to assist you, your business and organisations to improve their standards of good customer service. Without taking care of yourself, you will be unable to take care of your business. Therefore, to help eradicate this ongoing issue, we can design, deliver and tailor to your specification, the highest level of Bespoke Customer Service Training, either on a one to one basis, or in small groups. Our initial visit would be to assess your requirements and from that, put together a suitable package. Prices and full costings would be provided prior to any bookings. Delivery of the courses would be at your convenience and at your place of business.
RMJ Training Services offers the choice of either a Bespoke Customer Service Training course or alternatively if you would prefer, we also offer a universal Customer Service Training Course package which will include the following categories. For a full detailed list of all categories which will be delivered for each package, please get in touch!
Customer Service - Bronze Level
“What is Good Customer Service?
Customer "Unfriendly & "Friendly" Language
Why say it with a smile and not a frown?
Interacting with clients face to face
Dealing with Angry Clients
Dealing with Client Complaints
Q & A Session
Customer Service - Silver Level
Bronze Level Course Review
Why be positive ?
What is Body Language?
Why is my dress code so important?
Dealing with phone Rage!
Interacting with angry Clients
Why do complaints escalate?
How to deal with confrontation
Why is it important to say the right thing?
Q & A Session
Customer Service - Gold Level
Silver Level course review
Why empathise with clients
Why are we not prioritising?
The complaint cycle
Treating clients differently (Polite & Impolite)
What are listening skills
Importance of the Receptionist
How do we gain client confidence?
It's all about the pampering!
Why are we waiting!
Employee Customer Care Policy
Q & A Session
Effective Communication Skills
What is Effective Communication Skills?
Friendly & Unfriendly Language
Rewards & Downfalls of Communication
Guess The Mood
Face To Face Communication
Think Before Communicating
Preparation For Employment
Preparing For The Job Search!
Where To Find Employment
Finding The Perfect Job
Researching The Job
Applying For The Job
Completing An Application Form
Being Successful & Unsuccessful
BRONZE - This package includes an initial consultation, designing and delivery of the training course. It also includes 1 follow up visit after the training session to review the progress of the candidate.
SILVER - This package includes an initial consultation, designing and delivery of the training course. It also includes 2 follow up visits to review the progress of the candidate.
GOLD - This package includes an initial consultation, designing and delivery of the training course. It also includes 3 follow up visits to review the progress of the candidate.
All training courses will be tailored for each individual business, therefore prices will be provided and agreed with clients before any delivery of courses.
Committed to Excellence
The standard of the courses will be outstanding and informative. The beauty of the bespoke training courses will ensure that all information provided will relate to your job role.
No hire costs, courses delivered straight to your business
All courses will be delivered at your business premises which will save hire costs on alternative venues, and also save time, money and the inconvenience of staff being off site.
Continuing Professional Development
The training can be part of your employees continual professional development (CPD).
With the training being delivered on site, management are able to assess the training and monitor the development of the staff moving forward. If staff need further training, this can be provided.
Follow Up Evaluation
Carrying out a review of trained staff
After a period of time a follow up evaluation will be carried out to ensure the training provided has improved skills and if any further training is required.
FREQUENTLY ASKED QUESTIONS
How do I arrange a consultation?
A consultation can be arranged either by using the contact form on the website, email or phoning.
What is the duration of the course?
The duration of the course will depend on what features you want to cover in the course. This will be discussed during your initial consultation.
What happens at the initial consultation?
After the initial consultation with the client, I will then design the training course and deliver it at a convenient time to the client.
How much will I be charged for my training package?
All prices for the training package will be discussed and negotiated before the package is delivered.
Can the training sessions be delivered in groups or one to one only?
Trainings sessions can either be delivered on a one to one basis, or if you prefer they can be delivered in groups with a maximum of 6 candidates per session.
How long does it take to arrange a training package?
As soon as we receive your request for training, we will contact you and arrange a mutually convenient time to book the initial consultation. Depending on the volume of training you require, you could potentially have your training session delivered within a 2 week period, subject to availability.
Do you have a loyalty scheme?
Unfortunately, we do not have a loyalty scheme, however depending on the volume of your training you require, there may be some reduction in price.
How do I pay for my invoice?
Payments can include electronically transferred into the bank account of RMJ Training Services or Company cheques will be acceptable.
Bank Account details will be printed on the invoice.
What if I am not satisfied with RMJ Training Services?
RMJ Training Services will ensure to rectify anything which is not acceptable and satisfactory to the client.
What if my question is not listed?
Please use the contact form for any questions you may have that are not listed and RMJ Training Services will contact you shortly with a response.
Training Within Businesses
(Article Printed in Connexions Magazine, Page 25)
Customer Service hasn’t always been a priority within UK business. So many companies, especially in the current climate, are more interested in making money and therefore, the first thing in the financial budget which is trimmed, and in some cases, completely abandoned, is training.
Companies can ask themselves, why should we pay for our staff to be trained, when we can save money, and at the end of the financial year end up in the black? As far as senior management are concerned, the company has made a saving of several thousands of pounds, made a profit, so flourishes financially. However, what is not considered is the amount of potential customers – and staff for that matter – who they have lost, due to the lack of investment in customer service training for their staff. This is never taken into account when it comes to making money. This is, in my opinion, a very short-sighted outlook by any business. Every organisation wants to be a success and profit margins need to look healthy, however any form of training is imperative in order to allow staff to not only learn, but to help them grow and to keep them motivated. Realistically, it’s not just about the money!
Starting from basics, customer service training should be compulsory within all companies. It should not just be introduced to customer facing staff, but to all staff. Whatever your occupation, you should be aware of and be able to display basic customer service skills, which can be transferable across all professions. It is not just for your customers, but just as importantly for your work colleagues. Without a good professional working relationship with your colleagues, it’s not a pleasant work environment. This can impact on the standard of work by individuals, and can lead to an increase in staff turnover.
For so many years, customer service training has been acknowledged, but it is not been addressed as a pivotal component within many company policies, because there is always something else which is more important and superior. Therefore, training, especially customer service training, becomes secondary to other business needs and priorities. What is not taken into consideration though, is how much potential business has been lost, because of the lack of good customer service skills.
By introducing training for staff as a higher priority in companies, this will ultimately enable and encourage staff to become more motivated and productive. Psychologically, they will start to feel that they are being invested in, and that they are of importance to the company. This will, in turn, show management the potential of their staff, because they will work at a more productive level. It will give the management the opportunity to evaluate any shortfalls in performance standards and identify more specific and relevant training accordingly.
Any form of training of staff is a positive deed, as we should always be ready to learn something new. If companies invested specifically in customer service training, poor customer service would be a rare occurrence, instead the epidemic it is now, and companies would flourish - as trained staff will be happy staff!
Reeta Minhas-Judd is Managing Director of RMJ Training Services, who specialises in customer service training.
"I had the pleasure of working with Reeta for over 6 years at my local leisure centre.
She was a fantastic manager and was very driven to provide the best customer service by regularly training all the staff. Reeta has fantastic people skills & highly recommend her skills to improve customer service in any sector of business." (Kent)
"I attended one of Reeta's training courses and found it to be concise, versatile and enjoyable. The key points I obtained from the session, I have taken with me through various customer service roles. The material delivered was of very high quality and valuable to any customer service department." (East Sussex)
"I observed Reeta whilst she was studying for her teaching degree and found her to be very confident and natural with her class. It is very apparent that she is truly passionate for her specialised subject of Customer Service" (London)
"I met Reeta in 2014 when I began working at Beckets Sports Centre where she was the Deputy Manager and in charge of staff training. What could have been a very daunting process turned out to be an excellent working relationship with someone I really respected. Her unfailing support and friendliness made our training sessions together something I truly looked forward to. Her patience and diligence make Reeta an excellent trainer."(Kent)
"I am happy to write this testimonial for Reeta Minhas-Judd to endorse her abilities as a skilled trainer and communicator in the education field. As her tutor on a number of teacher training courses I have seen at first hand the professional and dedicated approach Reeta takes to delivering clear and precise ideas and communication generally. She takes a caring and committed approach to all that she does and works positively to create an inclusive environment that respects diversity. I'm confident that she will bring the same qualities to customer service training and recommend her strongly." (North London)
"Customer Care is essential for all staff in our Sports and Fitness Suite.
The content of this professional Course was relevant to our business, interesting with excellent presentation style and had a good mixture of presentation and activities. Those who attended Reeta's Customer Service Training Course said it gave them the knowledge and confidence to provide a higher level of service, to solve the challenges of difficult situations and appreciate customer's needs. It was fun, interesting and valuable." (Kent)
"I attended Reeta's Customer Service Training Course and found it to be concise and enjoyable. The material that was delivered during the course has helped within my future career. A well presented and informative training session." (West Sussex)
"I participated in one of Reeta's customer service training session and found it to be very informative and interesting. It was well designed and delivered and has helped with my continual personal development of customer service within my job role as a Receptionist." (London)