CS and Sales Courses

Course Title: EFFECTIVE CUSTOMER SERVICE.

Duration: 2 Days

Audience: All Units/Departments, HODs and Managers.

Objectives: To create a new mindset about the customer and what he stands for, in order to build a better and lasting relationship between organizations and the customer, both internal and external. It is also to develop a positive attitude towards complaints and how feedback can be beneficial to overall good working relationship.

Course Contents:

  1. Your customer? No : Your Friend.
  • KYC (Know Your Customer).
  • Imbibing the Friendship Mindset
  • Having a Customer Service Mindset.
  1. Building Better Business Relationships in a Systematic Way.
  • Developing Trust, Goodwill and Loyalty
  • The place of Tact, Diplomacy and Wisdom
  • Using the Pareto Principle to Increase Customer satisfaction.
  1. Managing Complaints and Feedback
  • A complaint is a gift.
  • How to Handle an Angry Customer
  • Benefits of a Feedback (Closed-Loop and Open- Loop Feedback Processes).
  1. How Customer Service Impacts on Business
  • Increase your Organization’s Revenue, Increase Your Income.

Back to Training Schedule

 

Course Title: Sales and Marketing.

Duration : 2 Days

Audience: Sales and Marketing Team, Sales Managers.

Objectives: To introduce selling skills into the younger sales team; learning to develop an effective marketing strategy ; and creating a motivated sales team.

Course Contents:

  1. Sales skills for Non-sales People.
  • Rudiments of training
  1. The Marketing Mix (4 Ps of Marketing).
  • Product (Service)
  • Price
  • Place
  • Promotion
  1. Developing an Effective Marketing Strategy
  • Strengthening Perception of your Brand
  • Building Loyalty and Revenue
  1. Managing Sales People.
  • Develop a Motivated Sales Team.

 

 

Course Title: INTER- DEPARTMENTAL SYNERGY

Duration: 2 Days.

Audience: Unit heads, Line Managers, heads of Departments, Management

Objectives: To forge a good working relationship between employees in each unit of the organization; highlighting friction points in service delivery ; creating teams that work harmoniously to achieve objectives.

Course Contents:

  1. Synergy – What it means.
  • Four phases of Synergy
    • Interacting
    • Appreciative understanding
    • Integrating
    • Implementing
  • Types of synergy
  1. Strategy for synergy
  • Be clear about goals
  • Communicate
  • Empowerment
  • Commitment
  1. Power and role of communication in synergy.
  • Hearing/listening skill/ speaking skill
  • Power of body language and expressions
  • Power of sympathy.
  • Four ways communication can build synergy at work
  1. Creating synergy – The power of “We”
  • Building a team
  • Recipe for a successful team
  • Identifying undercurrents.
  • Interactions between units – How to?
  1. Emotional intelligence
  • What it means
  • How it works in a team.
  • Developing Emotional Intelligence.

 

 

Course Title: STAFF EFFECTIVENESS

Duration: 2 Days

Audience: Heads of Departments, HR persons, Line Managers, All staff

Objectives: To identify and understand the behavioral and environmental factors that affect staff effectiveness; to develop strategies for prevention of crisis; to develop problem solving techniques for crisis prevention and crisis solving.

Course Contents:

  1. Effectiveness
  • Between Efficiency and Effectiveness
  • Improving efficiency
  • Improving effectiveness
  • Measuring staff effectiveness
  1. Personal Development
  • Vision and Goal Setting (what do you see?).
  • Time Management
  • SWOT Analysis
  • Communication Skills. (Express yourself)
  1. Four dimensions of Relational work.
  • Matching interpersonal skills to task.
  1. Stress Management
  • Environmental Stress
  • Control your Thoughts and Feelings
  • The ‘We’ factor in managing stress.

 

 

Course Title: LEADERSHIP

Duration: Two Days

Audience: All staff, Heads of Unit, HR Personnel, All managers

Objectives: To stir up the stir up the latent and untapped leadership skills in employees in organizations; for all to understand the power that we wield as individuals and as a team; to develop our abilities as decision makers and as people of influence.

Course Contents:

  1. The leader in you.
  • Your style of leading
  • Power of leading
  • The best way to lead.
  1. Power
  • Where it comes from
  • How to use it.
  • Anyone can misuse Power.
  1. Qualities and stuff that leaders are made of
  • Reflect on Life of 3 Past Nigerian presidents
  • What do you want in your leader?
  • Assess your own qualities (Self analysis test).
  1. Decision Making and Criticisms
  • Theories of making decisions
  • Accepting responsibilities for mistakes and wrong decisions
  • Listening, supporting and giving constructive criticism
  • Perseverance- under criticism
  • Taking initiatives and responsibilities
  1. Planning and organizing and setting of objectives.
  • Your responsibility as a leader.

 

 

Course: EMPLOYEE ENGAGEMENT AND MOTIVATION

Duration: 2 Days

Audience: Heads of unit and managers; HR personnel

Objectives: To channel employee into greater achievements for the organization; to develop a human focused organization who are interested in both meeting of objectives and taking care of employees.

Course contents:

  1. Performance management and KPIs
  • Know what to measure using KPIs
  • Ensuring employees are doing the right things the right way
  1. Developing employee satisfaction surveys
  • Find out what staff think
  • Help to reveal workplace issues and problems.
  1. Engagement
  • Meanings and theories
  • Engagement vs. disengagement
  • Spot disengagement /The Disgruntled Employee.
  • Bring back the spark and help people to be productive and happy
  • Engaging new recruits
  1. Motivation
  • Meanings and theories
  • McClelland’s Human motivation theory.
  • Motivate yourself
  1. Team specific motivation-
  • What truly motivates your team so that they can perform
  • Strategies and tools to inspire people

 

 

Course Title: WORKING TRANSITIONS.

Duration: 1 Day

Objectives: To enlighten employees on the possible effects of changing jobs and retirement as research has shown that this process has an untoward psychological impact on the lives of people.; also it seeks to broaden the minds as to expectations one should have in changing jobs and in going into retirement.

Course Contents:

  1. Transition Inevitable.
  1. Psychology for Retirement.
  1. RECIPE for transition to retirement.
  • Resource
  • Exercise
  • Coping
  • Health considerations
  • Socialization
  1. Habits to build up before retirement.
  • Financial Prudence
  • Social Integration Skills
  1. Sourcing for finance before and after retirement.
  • Pension Plan Angle
  • Financial Contribution Clubs
  • OPM Opportunities
  • Different Entrepreneurial businesses
  1. Job Transitions
  • Internal Career Move
  • External Career Move

 

 

Course Title: ORGANIZATIONAL HEALTH AND SAFETY

Duration: 2 Days

Objectives: To expose employees to the needs for safety in the office, to expose management to the cost implications of not having a proper policy on safety and health and to understand the benefits that accrue from having proper health and safety measures.

Course Contents:

  1. The Law on Health and Safety.
  • Nigerian Law
  • Law in some Foreign Jurisdictions
  • Effect of Non-Compliance
  1. Roles of players in the organization
  • Government
  • Employer
  • Employee
  • Union
  1. Writing a health and safety policy.
  • Safety Legislation and Enforcement
  • Developing health and safety records.
  • Forming health and safety committee.
  1. Cost implications of not obeying safety laws
  • Enforcement and penalties for non compliance
  1. Orientation for new employees/ training for existing employees
  1. Managing workplace injuries and workers compensation claims
  1. Health and safety of employees with special needs.
  1. Promoting safety culture/ recognizing safe behavior

 

 

Course Title: LABOUR AND EMPLOYMENT LAWS.

Duration : 2 Days

Objectives: To understand the vital issues as it concerns employees and their contract ; to deal with issues of disputes and conflicts in organizations such that there will be understanding; and to understand what constitutes rights of staff as it has to do with the workplace.

Course contents:

  1. Understanding your contract of employment
  • Do all employees require a contract
  • Who is an employee / employer
  • Your staff handbook.
  1. Unfair labour practices.
  • Demotion
  • Suspension
  • Disciplinary action
  • Retrenchment
  • Outsourcing
  1. Disputes/ Conflicts
  • Definitions and assumptions
  • Conflict is normal – Deal with it.
  • Conflict styles and their consequences
  • Procedure for settling disputes
  • Unresolved disputes/ conflicts.
  1. Dismissal
  • Fair / unfair dismissal
  • Pre-dismissal arbitration
  1. Leave Rights
  • Annual leave
  • Family Responsibility leave
  • Maternity Leave
  • Sick Leave
  • Study Leave

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