OUR TRAINING STYLE

Our training style can be delivered using three different methods.

Orientation Courses

These are foundation courses that provide a broad overview to all categories and levels of staff. They touch on the fundamental business principles of Leadership, Customer Service and Marketing/Relationship Management.

Practicum Modules

Our Practicum Modules further expand on these principles, pinpointing critical focus areas and existing peculiarities within every organization. We offer over 25 Practicums that cut across course type and audience.

Bespoke Clinics

These are industry/job specific workshops designed to address the challenges in specific job situations. Our clinics are flexible in application and are additionally delivered as external consortiums where the benefit of interacting and networking with industry associates is a plus.
The modules focus mainly on best practice customer service and leadership in various sectors. Additional content evolves based on multidisciplinary integration, and as determined by the industry culture and current situation.

OUR TRAINING COURSES

Our Orientation Courses

Customer Service

• Exploration of the Major Principles of Customer Service
• Effectively Managing the Customer
• Exploration of CRM Fundamentals

Leadership

• Defining Leadership
• The Passage of Leadership
• Coaching Fundamentals
• Communication and Management Skills

Marketing and Relationship Management

• The Marketing Environment
• The Selling Process
• Relationships

Our Practicum Modules

Customer Service

• Employing CUSTOMER SERVICE for Strategic Advantage
• Building a culture of Great CUSTOMER SERVICE
• Developing “Customer Voyager Charting™ (CVC)” skills
• Shaping Personal Attitudes/ Courtesy Skills
• Communication Skills in CUSTOMER SERVICE
• Developing/Maintaining the Equilibrium (RATER – Servqual)
• Handling Difficult Customers/tense controlling situations
• Service Recovery: Be a Fantastic Fixer!
• Customer Relationship Management in CUSTOMER SERVICE

Leadership

• Effective LEADERSHIP
• Developing LEADERSHIP people skills
• Setting the Strategic LEADERSHIP Agenda
• LEADERSHIP Passages
• Applying COACHING for performance enhancement
• Establishing LEADERSHIP behaviours
• Mentoring for Senior Management
• Coaching Circles
• Location Leadership
• Conflict Resolution

Marketing and Relationship Management

• Understanding the Marketing Environment
• Communication Skills in Sales and Selling
• Effective Selling Skills Training
• Negotiation, Objection Handling and Closing Skills
• Developing Brand Strategy
• Managing the Sales Force
• Customer Relationship Marketing