Some time ago our sales team reported that they were having difficulty contacting the manager of a very well known company. He was never availble to take calls or answer e mails.The original enquiry was for a Telephone Technique course to be held close to London Heathrow airport.

Eventually we managed to contact him and a Telephone Technique course was booked to take place the following month. I arrived at 9.00 to be ready for a 9.30 start. I waited in reception for 25 minutes before the manager came to meet me. He appologised for keeping me waiting, but he had been busy working since 7.30. I asked him if it was the same every day, to which he replied 'it's been this way as long as I can remember' and then added 'that there is never enough hours in the day'.

I suggested he could do with a Time Management course, his response was that 'If I could find the time it would be a good idea'. By this time we had reached the training room and I was introduced to the delegates.I told the manager before he left that I would catch up with him at the end of the day.

Knowing that this particular business was very sales orientated I decided to add a little of the Customer Care course into the Telephone Technique course that I had been commissioned to deliver. The course was very well received and was completed at 5.00. The delegates were given their certificates and courseware and went on their way, each in turn telling me how much they had learned.

As promised I went looking for the manger and found him in his office behind a desk that looked as if a bomb had dropped on it. I explained to him that I had incorporated customer care with the telephone technique and that it had been very well received. We spoke a little more about the possibility of a Time Management course before I left.

Some weeks later Keystar had a telephone call asking to book me to train this manager on Time Management. I deleivered this course the following month as I was not free until then. A week after the course I received a letter from that manager thanking me for a really useful day and that he was putting some of the things I told him into practise.

Subsequently, I have trained more of their staff on Management Skills, Presentation Skills more Telephone Technique and Customer Care courses. I have also been reliably informed that the manager is now a much nicer person to work with as he seems to have time to talk to his staff.