Transform your business performance with our training and coaching

Customer Excellence

EmployeeEngagement

Leadership &Management

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Paul Beesley, Director and

Senior Consultant Beyond Theory

I recommend Beyond Theory to other companies because they understand the needs of your business. They are approachable. They have a lot of experts and a lot of experience. We have drawn on their knowledge and this has been really valuable. I can’t recommend them enough. They are very, very good.

Christopher Ogston, general manager The Gonville Hotel, Cambridge

Beyond Theory is so much more than a training consultancy. We pride ourselves on our ability to demonstrate tangible results in everything we do. We will help you to:

• Create a strategy to motivate and engage your team.

• Improve leadership skills within your business so your teams feel inspired and enthused.

• Increase business growth by delivering Wow! moments to your customers so they come back for more and tell others to do the same.

If you want to improve your business and you like what you see, then we’d love to hear from you.

EmployeeEngagement

PlanningQuestion designQuestionnaire designCommunications plan

1ImplementingIssue the surveyIssue remindersCollect the data

2Analysing the resultsUnderstand the dataIdentify key themesDevelop presentation

3

Communicating resultsBriefing stakeholders*Present to employeesInvite discussion

4Taking actionIdentify prioritiesDevelop action planPut controls in place

5Reviewing progressReview action planCommunicate progress‘You said, we did’

6

(* Senior Leadership, Directors, Investors and Managers)

Higher employee engagement delivers greater discretionary effort where people go the extra mile. Engaged employees feel motivated, valued and show a passion for their work, their company and their customers. Engaged employees have less absence, higher commitment and act as company ambassadors. We’ll help you create your own engagement strategy to deliver increased productivity and higher customer service. By using our surveys we can also measure the levels of your employees engagement within your business and help them improve. Our engagement survey process:

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The leadership training also helped them to work together as a team. We are absolutely thrilled with the results. The feedback from our staff has been really positive and they have put the theory into practice straight away in the business. Is it worth the investment? It certainly is.

Sali Brown, managing director Chelton Brown, Northamptonshire

Beyond Theory have added value to our strategic direction. Now it’s clear that we buy into our vision. The training has given us clarity and we now also communicate better as a team. People now understand what is needed and why. This helps our results as we now have people doing the right things.

Syrita Foster, finance & HR manager, Arolite, Wellingborough

Today’s business managers need to be equipped with the leadership skills that are fit for purpose in today’s fast changing world. Employees need to be well led to feel engaged and motivated. Your customers demand the very best service. Our training programmes focus on engaging leadership and are endorsed by the Institute of Leadership and Management (ILM). Each will be purposefully designed to meet your business needs and to ILM standards. An example of our engaging leadership training programme:

Action plans will be completed at the end of each session to plan how learning will be applied. Managers will also undertake a work-based project to apply and evaluate their training. Projects will be presented to their senior management team to evaluate learning against agreed criteria e.g. increased sales/productivity, decreased costs and/or increased service levels.

Managing ChangeSession to provide managers with tools and techniques to manage change effectively

10Project PresentationsSession for managers to present their projects, evaluating their learning on engaging leadership

11The Art of Delegation Session to enable managers to delegate responsibility yet retain accountability

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Delivering Customer Excellence Session to enable managers to learn the secrets of delivering excellent customer service

4Leadership BehavioursSession to enable managers to develop their leadership styles to become engaging with their teams

2Decision Making Session to enable managers to learn the key aspects of effective decision making

3Being an Engaging LeaderSession to enable managers to create a framework to their engage employees

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Team Building Session to learn the ingredients of an effective team and the team building process to follow

8Being a Motivational CoachSession to enable managers to become coaches to raise the bar of employee performance

6Creative Thinking Session to provide managers with the tools and techniques to problem solve using creative thinking

7Performance Management Session to provide managers with a performance management toolkit to enable employees to deliver goals

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Leadership and Management Training

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Beyond Theory carried out a programme of training sessions for our supervisory staff in the factory over a period of several months. Without exception, each person stated categorically that they had benefited significantly. They now understand their own management style, which allows them to better play to their strengths and minimise their weaknesses. Universally their morale and sense of team-spirit has soared.

Steve Johnson, site director, John Lobb Bootmaker, Northampton

I now understand the directors more and they now understand me, and what I require from them. It’s good that all the management team are learning the same things so we are all consistent… I would certainly recommend Beyond Theory. They’re really a nice team to work with. They tailor to what you need as a company.

Antonia Read, finance manager ECEX, Newbury

Customer Excellence

We assess your customer experience

(multi channel)

Phase

1

We feedback our customer experience

of your business

Phase

2

We map your customer journey

with your team(multi-channel)

Option 1

We help you define your service

standards (multi-channel)

Option 2

We train your managers and

employees to deliver your standards

Option 3

Phase

3

We measure the results

of option(s) 1, 2 and/or 3

Phase

4

Creating customer loyalty and attracting new customers is essential to building a sustainable business. Our unique Beyond Expectations programme will help your business provide the highest levels of customer service. We identify those damaging Ouch! moments and help you to turn them into rewarding Wows! With our expertise and training we’ll help you deliver the highest standards of customer experience - we refer to this as first class customer service. This is how our Beyond Expectations programme works:

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Beyond (noun): Something that lies outside the scope of the ordinary experience

Theory (noun): A set of ideas, based on evidence and careful reasoning which offers an explanation of how things work or why things happen

hello@beyondtheory.co.uk

@pebeesley

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Derngate Mews, Derngate, Northampton, Northamptonshire, NN1 1UE

01604 212505 www.beyondtheory.co.uk