The purpose of this program is to impart the necessary customer service skills to the personnels who manage the call center, front office counters and service centre as well as those who deal with the distributors. Emphasis will be given to train the participants on the methods and techniques in providing excellent customer service to walk-in customers and customers over the phone. They will also learn professional methods to deal with difficult customers as well as promoting and up-selling products
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Your call center is an integral part of your customer relationship management. Your representatives are ambassadors, and every time one of your customers contacts your organization, it is a moment of truth-a chance for your organization to shine. Call centers have a huge impact on customer retention, and in the end analysis, your revenue and profit. Delivering consistent, quality service is not accomplished by accident. We know that it takes a great deal of training and preparation to succeed.
The situation is complicated because customers now contact you via e-mail, the web, mail, and by telephone. Customers expect you to deliver seamless, integrated service regardless of the method of contact. This is a huge challenge whether you are implementing a new software solution, increasing the number of call center representatives, starting a new company, or offering new products and services. It is proven that a well-trained and supported representative is less likely to leave your organization. Decreased turnover equals reduced costs and a better bottom line.
This course provides the learners with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good etiquette, offers tips for building trust over the telephone and discusses important non-verbal actions that are present in most telephone interactions. A warm, helpful, professional and friendly voice on the phone can build customer loyalty. The lack of, could drive them to your competitor. Extend the common courtesies to your callers and create a reputation of legendary service to keep your customers coming back
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Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another People are under enough stress in today’s world If we want to win their heart and business, we should be the ones who take their stress away Make them feel comfortable around us, while doing business with us Make them want to come back A good way to do that is by focusing on using positive language in customer service Words have that power They can help you create a long, trustful relationship with customers.
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Whether personal or business, the ability to compose efficient and effective email is super useful – both in terms of productivity and responsiveness. We’re all busy, and we’ve all received long, ambiguous and rambling email. Ironically, most of us have also been guilty of writing such verbose email while requesting for someone else’s time.
Our goal is to construct email that:
- Will actually be read
- Will actually be understood
- Will not annoy the receiver, have a good etiguette in writing emails
- Does not take up too much time on the receiver’s end.
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“Everyone remembers a good story. Whether they heard it on the radio, read about it or saw it unfold on live television, good stories tend to stick with us, regardless of the subject matter.”
Everybody has a favourite ad. We remember them from our emotional attachment to them. This shows the effect storytelling can have on those you seek to engage with. Allow people to get a sense of who you are by telling great stories about your brand.
A good story can be most effective when told by a great storyteller. Effective storytellers capture their audience, lead them in any direction necessary and leave them with new knowledge or a value – one they may carry with them for the rest of their lives. It can be applied in presentations, e-mails, and different kinds of written and verbal communication.
Storytelling is a skill. Similar to learning a musical instrument, it needs to be taught and practiced before you can start using it in your professional life. Learning to be an effective storyteller comes with an array of benefits.
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Interpersonal skills is a life skill aimed at building strong personal and professional achievement. Many employers look at this life skill as a differentiator between a good and great employee. Organizations are looking for people who can work well with team members and interact effectively with people within and outside the department. Since people are uniquely and predictably different, it is pertinent to understand individual behavioral together with strategic interpersonal communication, negotiation and conflict resolution techniques to enrich effective interpersonal skills and maintain a win-win harmonious workplace relationship.
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Being able to capture and maintain attention during a presentation is a must-have skill. Effective delivery and an impactful presence can help get a message across and influence an audience in memorable ways. It can boost the
presenter’s credibility and confidence that persists in all aspects of work and life – from selling to a client to inspiring your team. Today, with the onset of online meetings, there are now additional challenges to overcome.This course teaches how to properly refine your business presentations for maximum influence, credibility, and impact. Each module provides the knowledge and tactics that will empower participants to communicate confidently and competently to all types of audiences.
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“Beneath the rule of men entirely great, the pen is mightier than the sword”
– Robert Bulwer-Lytton –
Impactful and effective technical report writing is an essential part of the foundation of good business; the ability to report concisely and effectively to your employees, colleagues, customers and the public, will greatly assist you to get ahead. Differentiate yourself from the competition by learning the fundamentals of advanced business writing while discovering the power of effective technical report writing skills.
This specially designed 2-day training helps develop and refine your technical report writing skills. It empowers you to present information in an effective manner that assists your readers to solve a particular technical problem. Your active participation in our program provides you with a rigorous training environment, enabling you to apply and sustain your learning with the aim of forming winning habits
At the end of the training, you should have gained the ability to create a positive impact at every opportunity where technical report writing is required
Impress The Point! Through Effective Technical Report Writing focuses on the following areas:
- Context
- Rules
- Skills
- Styles
- Guidelines
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“The model of effective communication is often taken for granted, setting clear objectives in the beginning would derive better results”
This program is designed to expose participants to better communication between individuals, team, department and Organizations. In these two days, the participants will be challenged to move to the next level in communication
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“ WHAT MAKES A TEAM A TRIBE IS THE LEVEL OF COMMUNICATIONS “
What Is Communication Bootcamp?
True to its name, partcipants will experince a diffrence in this communication workshop . There will be no chairs not tables but actual camps. The one day program is designed to test the level of communication of team members to breaking point at times.
The participants will be exposed to the next level of communication as a team so that they can journey together and become a TRIBE!
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National surveys* of thousands of employees disclosed that while many people work hard, they are worried about their lack of effectiveness. Survey results indicate:
- Less than 50% of your team’s time is spent on the company’s most important objectives
- Only 14% of employees feel they are contributing to company success
- Less than half of your team know company’s goals
The problems are not limited to one industry, one geographic location, one economic group or even one age group. They are common to all. Workers have too many assigned tasks and too many competing priorities. People can’t identify key goals and, therefore, can’t deliver excellent results. Individuals, even entire departments, lack open communication. Crises are often reacted to with fast, less-than-effective decisions. The good news is that changing ineffective behaviors to effective behaviors will benefit everyone in your organization. The 7 Habits® can not only help you to better manage yourself, but learn to lead others and unleash team potential. Attend this powerful 2-day workshop and discover the same principles that have led the world’s foremost business leaders to the professional and business success they dreamed of.
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- Understanding the strategic management process
- Able to conduct strategic analysis
- Able to derive intended strategy from strategic analysis
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Business is becoming more complex and the need for leaders to quickly identify problems and provide innovative and workable solutions is in great demand.
In this interactive course, the participants will learn a practical, proven approach that will ground them in the skills of problem identification; quality solution creation; purposeful decision making; and fool-proof implementation practices.
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With an Ipad in one hand, an iPhone held with the other hand to their ear and with an eye on the latest downloads at the same time. They want to work but they don’t want work to be their life. These are the Gen Y, otherwise known as the millennials. Like them or not, they are here to stay and they’re not afraid to let you know of that reality.
Learn to manage young, smart and brash employees who may wear flip-flops to the office or listen to iPods at their desk. This informative and entertaining program combines relationship building with psychological research on how to raise your awareness of generational issues and create better relationships with younger employees with Coaching.
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This is a practical course on leadership skills for young managers. First, they learn about the 4 leadership styles and when they must use each of these styles. In self-discovery, they find out what is their default leadership style and how effective they are at using that style. As they have attended a communications course, this course zooms in on how to give corrective feedback that motivates their staff to want to change.
Positive/negative/positive feedback alone will never enable a staff to make the change needed. Delegating properly is a difficult task and to help them delegate acc urately, completely and in a timely manner, the 8 things for proper delegation are taught. They will need to lead group decisions, so they learn the 4 styles of decision-making to get the best contribuition from their staff. Sometimes, a consensus is needed to get total buy-in from the team, so they are taught how to achieve that. Being a new manager is stressful and covid-19 adds tremendously to that stress. The participants are taught how to de-stress so that they can face stress and still think logically and rationally. It is essential that they know how to enhance their confidence as a leader.
Tools:
- Your default leadership style
- How effective are you currently in your default leadership style?
- Your default decision-making style
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One of the key qualities of highly successful leaders is the ability to mentor and coach effectively. In this session, leaders learn how to coach and mentor using various tools and techniques. They learn the EDGE Model, which assures that any coaching or mentoring session is effective and productive.
This workshop is designed to be highly interactive with a mix of theory and practical sessions (group problem-solving/planning, experiential practice with role-playing of varying difficulty scenarios, interactive discussions & application exercises). Participants will emerge from the workshop having the knowledge and skills to become much more effective coaches and mentors. Also, they will know how to use the tools and techniques to drive staff motivators, ownership, productivity and effectiveness in their workplaces.
Scenarios of varying complexity will be used to enable the participants to apply their coaching and mentoring skills in situations that have contrasting dynamics.
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Assertive capability is one of the key elements that affect a leader’s credibility. Assertive decisions made by the leaders are crucial to the success or failure of a specific task and/ or project. This training programme will help you to improve your organisation’s bottom line, by providing the knowledge and skills towards application of the essential leadership competencies through an experiential approach, whereby participants will learn through actual doing.
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In today’s competitive business environment, English is increasingly becoming the global language of communication in the commercial world. However, effectively using English in the workplace requires a very specific and demanding knowledge of business-centred grammar and vocabulary.
This TMY-SS13: Business English Communication at Work course will help you improve your English skills (Spoken & Written) in a business and professional setting.
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This TMY-SS12: Conducting Meetings & Minutes Writings for Organization course will help you to understand the role as a minute taker and techniques for producing minutes that include all the essential information needed.
The course will also teach you on how to manage and execute effective meetings in a business and professional setting.
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In today’s changing business conditions and intense competition, there is a need for all functional business heads to grasp, understand and apply fundamentals of financial accounting knowledge in respective areas or business units to be all rounded professional managers. Moving forward, most functional and business managers are expected are deemed ‘owners’ of the profit & loss numbers!
By acquiring this skills, this will enable them to better understand and analyses financials statements, contribute effectively in the budgeting process and makes effective decision in revenue and cost management.
This programme will highlight methods used by finance function which are relevant today for management decision support and business performance management
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First, identify the root cause and develop the problem statement to avoid wasting time on symptoms. Methods of gathering data are given so that solid conclusions are formed. Numerous creative ways to develop solutions are shared. Decision making models and strategies are used to choose the best solution to implement.
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Confidence is a big stumbling block in everyone’s path to personal growth. It does not matter how much someone knows, if that person lacks confidence, it will stop him/her from advancing in whatever they do, which means productivity will be affected, hence results will not be met.
RISE Up will break limiting beliefs, create breakthroughs and empower individuals to take charge of their life and live in excellence.
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Are you one of those who will get edgy or nervous whenever you are asked to speak or present to a group of people? Are you one of those who presents by looking at your own notes and the slides instead of the audience?
Ever wondered how Steve Jobs can be so effective whenever he gives a presentation? The hand gestures, the body language, the power points, the choice of words and the interesting ways he brings the message powerfully across to his audience and his charismatic ways of communicating his pints. Are these great presentation skills in born?
The good news here is that these are skills that any willing individual can learn and master to speak like a pro and present like a star! These are the crucial skills that will enable your clients, bosses and colleagues pay the extra attention to hear you out as all leaders are known to be great speakers and presenters.
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Many organizations are undertaking efforts to better understand consumer activity as a way to onboard new customers and generate second sell opportunities.
Irrespective of the market that you play in, understanding what the customer expects and how you perform in meeting or exceeding those expectations can serve as a market differentiator in situations where you can close the gap.
While all of us would like to think that we have the best products and services to offer within our respective industry, the reality is that it doesn’t really matter what we think if the existing and prospective customers think otherwise.
