Instructor Led Customers Training

Selling for Results - Skills and Strategies - Customized Sales Training ... and Up Selling Meet Growth Goals by Acquisition of New Customers Our comprehensive solutions include consulting with management to create the necessary foundation for a strong sales culture, developing fully customized training to develop the skills of the sales force, coaching individuals to help them reach their highest potential and working with the sales managers to support them  more...

Customer Service Training Skills This program is custom designed to meet the following business goals: *Exceed customer service expectations *Reduce the number of supervisory transfer goals *Develop professional consistency in leaving voicemails, responding to voicemails, writing email *Develop a customer focused approach to putting customers on hold and transferring calls *Increase opportunities for first point of  more...

Building Business Relationships as a Community Banker ...customers and increase "wallet share" with existing customers. This two day interactive workshop focuses on the skills, techniques and strategies that Community Bankers need to compete effectively. Participants focus on the specific issues facing them in their market and practice using their own "case studies". Every module is completed with an activity that applies the skills and techniques to  more...

Professional Customer Service Skills ...and customized using your products, your process and your customers. The programs are highly interactive and focused on skill development. Your employees will practice enhancing their skills using case studies and exercises that make them feel as if they are having actual interactions with your customers. Customer Service training solutions can be developed for call centers, retail  more...

Communications and Customer Relations Our customized customer service training programs help businesses achieve the following goals: Increase first point of contact resolution Develop customer satisfaction and loyalty Enhance employee job satisfaction Reduce turnover The training programs are based on proven communication skills and techniques and customized using your products, your process and your customers. The  more...

Telecommunication Systems ...nd Cable TV - Direct Broadcast Satellite TV-Reaching Customers Wirelessly - Broadcast, Over-the-Air Television - Towers-Terrestrial Wireless Transmissions - Affiliates-Transmitting Programming to Consumers - Digital Television-Less Spectrum Used, Improved Quality - Digital Cable TV-Lower Resolution Than HDTV - Digital TV Standards Worldwide - Digital  more...

Change Management and Executive Leadership in Organisations OBJECTIVES: 1. Executive High Performance Leadership By the end of the specified learning and development activities, delegates will be able to: - Distinguish between the concepts of a leadera ™ and a managerial leadera ™ - Demonstrate their understanding of at least 2 approaches to leadership - Demonstrate their understanding of the relationship between fieldera ™s  more...

Modern Marketing in a Consumer-Lead Environment ...ts - View quality from the perspective of clients and customers - Evaluate existing marketing strategy, from the perspective of their effectiveness in our current economic climate - Draw on recent research findings with respect to changing client and customer values - Suggest, with supporting evidence, the reasons associated with clients and customersa ™ a shifting  more...

Strategic Management and Project Management ... owners/ sponsors - Accountability to clients/ users/ customers - Accountability to Creditors - Accountability to Sector or Industry - Accountability to the State - Government, generally; Regulatory Authorities (eg. Office of Fair Trading, Competition Commission, Trading Standards, Sector Regulators, City Regulators 4. Internal and External Organisational Analysis: A Strategic  more...

Organisational Improvement Revitalising Organisations Through Organisational Development and Change ...nisation, among shareholders, funding agents, clients and customers, during a strategic change process. - Manage the relationship between the organisation and its internal and external stakeholders during the different stages of the change process - Determine the factors, which contribute to workersa ™ resistance to change - Suggest the efforts, which an organisation might employ to  more...

Modern Quality Systems and ISO 9000 ...O 9000 Family - Objectives of ISO 9000 - The clients or customersa ™ quality requirements - General Regulatory Quality Requirements - Enhancing client and customer satisfaction, - Towards Continuous Quality Improvement - ISO Quality Principles a. Principle 1 Client or Customer focus b. Principle 2 Leadership c. Principle 3 Involvement of people d. Principle 4 Process approach  more...

ISO 9000 Quality Systems ...that constitute the ISO 9000 family - Explain clients or customersa ™ quality requirements - Demonstrate an understanding of the general regulatory quality requirements - Exhibit an understanding of how to enhance client and customer satisfaction - Exhibit an understanding of the processes involved in continuous quality improvements - Explain at least five of the eight ISO quality  more...

Corporate Governance Principles and Practice ...the organisation is accountable to its clients/ users and customers, their expectations, and the effort the organisation can make to meet their expectations, so as to avoid negative consequences of any deficiency - Provide the rationale for the organisationa ™s accountability to its creditors, their expectations, possible negative consequences for non-compliance, and the steps that a  more...

Corporate Governance and Strategic Management ...the organisation is accountable to its clients/ users and customers, their expectations, and the effort the organisation can make to meet their expectations, so as to avoid negative consequences of any deficiency - Provide the rationale for the organisationa ™s accountability to its creditors, their expectations, possible negative consequences for non-compliance, and the steps that a  more...

Comprehensive Project Management ...o owners/ sponsors - Accountability to clients/ users/ customers - Accountability to Creditors - Accountability to Sector or Industry - Accountability to the State - Government, generally; Regulatory Authorities (eg. Office of Fair Trading, Competition Commission, Trading Standards, Sector Regulators, City Regulators 4. Internal and External Organisational Analysis: A Strategic  more...

Advanced Financial Accounting ... CEOs who are involved with development of long-term customers, suppliers, outsourcing partners, and other global strategic alliances Sales and marketing executives Supply-stream professionals Project managers Internal auditors Public accountants Assets accountants Attorneys Any non-financial managers who are required to read, interpret, and  more...

MSc Human Resource Training and Development Management ...ally. * Shareholders and Funding Agents. * Customers and Clients. * Potential Customers and Clients. * Change Institutionalisation: * Returning To Normality. A. 2. 11 Trainer Training - Learning And Memory. - Conditions Conducive To Learning And Memory. - The Taxonomy Of Educational Objectives. - Establishing Learning Objectives. - Value Of  more...

Predictive Analytics World, April 25-26, 2012 in Toronto ...e analytics, the story is the same: Predicatively scoring customers optimizes business performance. Predictive analytics initiatives across industries leverage the same core predictive modeling technology, share similar project overhead and data requirements, and face common process challenges and analytical hurdles. Rave Reviews: "I came to PAW because it provides case studies relevant  more...

Predictive Analytics World, March 4-10, 2012 San Francisco ...e analytics, the story is the same: Predicatively scoring customers optimizes business performance. Predictive analytics initiatives across industries leverage the same core predictive modeling technology, share similar project overhead and data requirements, and face common process challenges and analytical hurdles. Rave Reviews: "I came to PAW because it provides case studies relevant  more...

Adobe Flash Level 1 CS5 ...ibute it on the web for electronic communications. Target customers are advertising agencies, marketing agencies, production houses, and design- or media-focused departments within larger corporations. Upon successful completion of this course, students will be able to: explore the types of applications you can build. how the user interface can be used. how to create Flash movies. create  more...

Adobe Flash Level 2 CS5 ...on a path towards programming and web development. Target customers are advertising agencies, marketing agencies, production houses, and design or media-focused departments within larger corporations. Upon successful completion of this course, students will be able to: use basic ActionScript code manipulate components with ActionScript work with movie clips add data to your application  more...

Customer Service Via Phone and Email You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative. Upon successful completion of  more...

E-Commerce Strategy A-Z Day 1 of the course is designed to provide the student with a basic understanding of some of the fundamental concepts related to E-Commerce. On Day 2, students will learn how to plan and develop an E-Commerce small business. During this course students will be provided with the information necessary to complete the following objectives: Discuss customer relationship management, enterprise  more...

CCSA - Checkpoint Certified Security Admin (NG) CCSA is a foundation level certification that validates a candidates ability to configure and manage fundamental implementations of Check Point's flagship product, FireWall-1, as an enterprise level Internet security solution to protect corporate networks. As a CCSA, security professionals possess the requisite skills to define and configure security policies that enable secure access to  more...

Predictive Analytics for Business Marketing and Web 2011 ... job summarizing the past. But if you want to predict how customers will respond in the future, there is one place to turn--predictive analytics. By learning from your abundant historical data, predictive analytics provides the marketer something beyond standard business reports and sales forecasts; actionable predictions for each customer. These predictions encompass all channels, both  more...

Predictive Analytics for Business Marketing and Web 2011 San Francisco ... job summarizing the past. But if you want to predict how customers will respond in the future, there is one place to turn--predictive analytics. By learning from your abundant historical data, predictive analytics provides the marketer something beyond standard business reports and sales forecasts; actionable predictions for each customer. These predictions encompass all channels, both  more...

Creating Value for the Organization This 2-day Creating Value for the Organization program explores various ways to offer value to your organization and describes how to quantify the contribution made by supply management in the short and long term. Supply management professionals must add value to the overall goals of the organization to receive the resources and recognition for their efforts. We will discuss how value can be  more...

Procurement and the Law, Contracts, and Ethics This 1-Day course examines in detail the legal and ethical issues surrounding procurement and gives participants an opportunity to assess how their contracts and their actions impact your company and its bottom line. Contracts are the basis for our relationships with vendors. Their enforceability depends on the laws that govern them and the terms we use. Understand the laws of agency, find out  more...

Fundamentals for Business Analysts Siebel 80 ... Common Siebel Business Entities a Representing customers with Accounts and Contacts a Describing tasks with Activities a Defining sales-related objects with Opportunities and Quotes a Resolving customer issues with Service Requests a Using Siebel business entities to implement business practices Siebel Application Functionality a Siebel Sales  more...

Social Media Law ...peech, requirements regarding privacy policies, rights of customers and defamation. You will learn the latest legal arguments and how to protect your clients from landing into trouble with this new method of communication. Benefits for you - Get up to speed on social media basics and tips on navigating privacy issues - Learn best practices in managing intellectual property - Understand the  more...

Customer Service Professional ...ility to juggle multiple demands, including those made by customers with many different needs. This is activity commonly used by actors to help them relax and focus prior to performances. The activity is designed to focus the group on the learning ahead. Learning Objectives 1. Explain what happens when customers are not give focused attention 2. Identify techniques to focus attention  more...

Creating Customer Loyalty ... EVERYONE is our customer; and both internal and external customers need to be satisfied. To truly serve, one must first become more intensely self-aware and then heighten onea ™s ability to notice their impact on others. In the program, we accomplish this relationship building through exercises that build an understanding of the acronym of R. E. S. P. E. C. T. (Responsiveness, Empathy,  more...

How To Write A Response-Producing Sales Letter ...for the rights to use it with his company s employees and customers.) Program includes - 1. Attention-grabbing Thank-You Letter. 2. The feel good Ask For The Referral Letter. 3. The no buyer s remorse After The Sale Follow-Up Letter. 4. (2) No special reason Customer Appreciation Letters. 5. The buck stops here President s Welcome Letter. 6. The get valuable feedback that  more...

ITIL CAPABILITY COURSE PLANNING PROTECTION AND OPTIMIZATION PPO ... you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own. During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customera ™s requirements for availability, capacity, continuity and security. The ITIL Capability Course  more...

Customer Service Skills You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative. You can get a complete list of  more...

FileMaker Pro 6.0 Level 2 (Windows) ...ion you need to manage. For example, you may want to link customers with the purchases they make. If you have tried to place this information in a single database, you may have duplicated data unintentionally. In this course, you will use FileMaker Pro to create a system of integrated databases that can manage the information efficiently, and make it easy to alter the system as your needs  more...

FileMaker Pro 7.0- Level 2 (Windows) ...ion you need to manage. For example, you may want to link customers with the purchases they make. If you have tried to place this information in a single database, you may have duplicated data unintentionally. In this course, you will use FileMaker Pro to create a system of integrated databases that can manage the information efficiently, and make it easy to alter the system as your needs  more...

Telephone Etiquette to Support Customer Service (Road Map to Telephone Sales Excellence) This course teaches students how to provide exemplary customer service over the phone. Students will learn about listening techniques, when to use open- and close- ended questions, how to resolve problems, and how to effectively and successfully handle irate customers. You can get a complete list of other Sales Performance classes at  more...

Help Desk Analyst This 4-day course will prepare students for the Help Desk Institutea ™s a Certified Help Desk Analysta certification. It may also be delivered in an a accelerateda 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk  more...

Customer Care for IT Telephone Support Staff ...o better understand the hidden messages and language that customers use; to understand how to identify and handle telephone types. It will provide them with questioning techniques and improve their listening skills so that they will be better able to deal with customer complaints. It will give them a deeper understanding of how to deliver real quality customer service and how to retain customer  more...

IT Infrastructure Library (ITIL) Level 2 - Service Level Management(itil) ...with the current and future needs of the business and its customers, improving the quality of the IT services delivered, and reducing the long term costs of service provisions. By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL, which includes a description of how to organize service management within an organization. All the  more...

Help Desk Analyst(itil) This 4-day course will prepare students for the Help Desk Institutea ™s a Certified Help Desk Analysta certification. It may also be delivered in an a accelerateda 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk  more...

Microsoft Office InfoPath 2007 Creating InfoPath Forms ...ng information within your organization, with clients and customers alike, can also be an important task. Microsoft ® Office InfoPath ® 2007: Creating InfoPath Forms is a product that gathers and shares information. In this course, you will use InfoPath to streamline the process of gathering and sharing information. You can get a complete list of other Desktop Application Software  more...

Telephone Etiquette to Support Customer Service (sales performance) This course teaches students how to provide exemplary customer service over the phone. Students will learn about listening techniques, when to use open- and close- ended questions, how to resolve problems, and how to effectively and successfully handle irate customers. You can get a complete list of other Sales Performance classes at  more...

Customer Service Over the Phone (sales performance) In today's competitive environment, customer service is often the key that sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations. You can get a complete list of other Sales Performance classes at  more...

What Customers Really Want - and How to Help Your People Deliver It ...n ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the doa ™s and dona ™ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult  more...

What Customers Really Want - and How to Help Your People Deliver It ...n ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the doa ™s and dona ™ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult  more...

Telephone Etiquette to Support Customer Service This course teaches students how to provide exemplary customer service over the phone. Students will learn about listening techniques, when to use open- and close- ended questions, how to resolve problems, and how to effectively and successfully handle irate customers. You can get a complete list of other Sales Performance classes at  more...

Customer Service Over the Phone In today's competitive environment, customer service is often the key that sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations. You can get a complete list of other Sales Performance classes at  more...

MAKING PROJECTS WORK ... provide clarity and garner commitment from team members, customers and management. These influential skills are instilled in participants through real-world scenarios, which continually reinforce the skills, techniques and concepts necessary to improve project results immediately upon return to the workplace. PDUs = 16. You can get a complete list of other Project Management classes at  more...

Negotiating Skills for IT Professionals ... more productive when they can negotiate effectively with customers, business users and managers, vendors, and fellow team members. This workshop explains how to use effective negotiating techniques. It describes how to plan for a negotiation, define goals and desired outcomes, prepare ideal, realistic and fallback positions, use bargaining techniques, and deal with difficult individuals and  more...

Microsoft Office InfoPath 2007 -Creating InfoPath Forms Information is a key to the success of any organization. Gathering and sharing information within your organization, with clients and customers alike, can also be an important task. Microsoft ® Office InfoPath ® 2007: Creating InfoPath Forms is a product that gathers and shares information. In this course, you will use InfoPath to streamline the process of gathering and sharing  more...

Excellence in Technical Customer Service ...r service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative. You can get a complete list of  more...

IT Infrastructure Library ITIL Level 2 - Service Level Management ...with the current and future needs of the business and its customers, improving the quality of the IT services delivered, and reducing the long term costs of service provisions. By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL, which includes a description of how to organize service management within an organization. All the  more...

Help Desk Analyst This 4-day course will prepare students for the Help Desk Institutea ™s a Certified Help Desk Analysta certification. It may also be delivered in an a accelerateda 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk  more...

Lotus Sametime 7-5-1 User Essentials Sametime enables people in different locations to communicate in real time over the network or Internet and gives you the chat, presentation, audio, and video tools you need to work together on projects or to make effective presentations. "Sametime" refers to a collection of several components that you can use to communicate with your colleagues or customers in real time. You will learn about  more...

Lotus Sametime Standard 8 User Essentials ...s that you can use to communicate with your colleagues or customers in real time. You will learn about these components in this course: Sametime Connect client Sametime Meeting Room Sametime Meeting Center. In this course you will work with the Sametime Standard 8, which includes the full-featured Sametime Connect client and browser-based Instant Meetings. You can get a complete  more...