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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“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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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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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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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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If it’s your job to deal and respond to complaints, you are your organization’s most valuable ambassador! As you learn how to handle difficult situations with greater confidence and skill, you will develop rapport with your customers, save your company’s money and image as well as procure long-term repeated business.
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The interactions a student has with your front-line and academic staff members are crucial to engagement and retention. This program is designed especially for team members who want to learn how to improve customer service for students and parents. This program uses a mix of instructive, interactive, and working sessions; learn how to set your institution apart from the competition with superior customer service. The instructor will help you better understand and apply the service standards that matter such as:
- Comprehensive responsiveness
- Efficiency
- Listening and clear communication
- Empathy and conflict management
You will also learn how to deal with conflict based on your communication style, techniques for managing angry or frustrated customers, methods for de-escalating conversations, and ways to prevent yourself from getting pulled into emotional confrontations
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“The need to fullfil customer experience with the right skills is now the forefront of the customer service industry
What is Customer Experience all about? Do we already have the basics? Is this the next level of Customer service?If you are looking for an answer to any of the above questions, then you are in the right place. This program offers the solutions in experiencing the thrill of becoming an effective customer experience expert in 3 stages. Customer Care Professionals are made not born into this time and age. We need to cultivate the need to meet the customer’s expectations in order to elevate the standards of customer service to the experintial age. Expect great learning and sharing to move to the next level of customer experience!
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As Steven Covey so succinctly puts it in The Seven Habits of Highly Effective People – “Seek first to understand and then to be understood”. You must be able to establish a trust-based relationship with your clients
to be viewed as a source of valuable advice. There is more to being a Trusted Advisor than just being reactionary to your client’s requests for quotations. Being a trusted advisor allows you to take the time to explore below the surface and seek to understand the motivation behind each need. This course is designed to equip client account managers with the skills to maximise effectiveness in various phases of a sales lifecycle – reaching, acquiring, nurturing, and retaining. -
The Consultative Selling Technique training course is aimed at skilling sales professionals in achieving long-term success. It is a technique that is used by intentional sales professionals to foster authentic, long-lasting and customer-centric relationships.
It’s not enough to be just the preferred vendor. Elevate your company to a trusted advisor position. True relationships based on trust foster loyalty which in turn builds a sustainable and win-win situation for both.
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Buyers are becoming better at negotiating with their suppliers. It is extremely crucial for a sales professional to develop their skills in negotiation as it would avoid the losses associated with discounting and failure to close profitable deals. Investment in sales negotiation skills development would therefore become absolutely imperative for effective and successful sales executive.
This workshop is focused on setting in crucial principles for the development of robust sales negotiation sales and helping the sales professional to apply the relevant techniques
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“The best salesman in the world is someone who can sale you his dream and than seat back and let others make it come true for him” – Darren Suresh
- What does it take to sell these days?
- Are you the next best thing in sales?
- What makes a person a good salesman or a great one?
- Do you want to inspire greatness or just get the job done?
If you are looking for an answer to any of the above questions, then you are in the right place. This course offers the solutions in learning the ropes on how to become an effective sales profesional in your industry. The course will provide insight into the skills, competencies and action plans needed to become the best that you can.
