Xpertalent

Xpertalent
We believe in creating individuals who are always open to any new scheme of thought, have the ability to make sound decisions and who possess qualities of leadership and endurance to take on the trails an tribulations of today s market and goad on towards their goal.
Xpertalent has been set up by Professionals who are veterans in the field of Talent Management.
We will truly understand our client's needs and will develop unique and dynamic solutions to underpin long-term, mutually rewarding Relationships.
Xpertalent is based in Cairo, Cairo,
Vision:
The vision of Xpertalent is to be every client's customer satisfaction partner. We believe in a constant pursuit to set high standards at each and every stage of our well-defined processes including Training, Development, BPO services as well as other outsourcing and call center services. We strive to ensure that all our clients get maximum productivity from their respective businesses.
Values:
>> Our customers, employees, investors and suppliers are our partners.
>> Creating and maintaining outstanding partner relationships.
>> Ensuring partner's benefit financially through our success.
>> Delivering results to our partners.
>> Maintaining an honest and open communication.
Training Services:
Based on adult learning principles, our approach uses proven, highly interactive participatory sessions and practical techniques that offer discernible behavioral change that can be implemented/ applied immediately in the workplace.
We have always been firm believers in an interactive and engaging instructing style- an evolutionary step beyond traditional lecturing. From theory, to strategy, to proven practical tools, Xpertalent delivers readily applicable ideas and solutions to prepare participants for real-world situations.
To provide a constantly challenging and innovative knowledge environment, a variety of learning tools are utilized in seminar delivery. Self-assessment tools, instruments, videos, role-plays, breakout sessions, group discussions and other stimulating adult learning methodologies compliment seminar material and promote better retention of seminar content.
Critical Elements of Customer Service : Critical Elements of Customer Service Target Audience: All staff in customer service environment. Program Duration: 4 days Program Overview: Have you ever encountered an unpleasant customer and not known what to do? Do you worry that youa ™re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two days workshop will help you in all of these areas, and more! How more...
Customer Loyalty and Retention : Customer Loyalty and Retention Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in customer service environment. Program Duration: 2 days Program Overview: Customer satisfaction is WORTHLESS, customer loyalty is PRICELESS. Loyal is the most difficult of the customer service goals to achieve. But once you have it, you have something your competition will never have. This two more...
Human Resources Training for the non HR Managers : Human Resources Training for the non HR Managers Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: This is a two-day overview of human resource issues facing today's business owners and managers. You do not always have the expertise to deal with the many employee relationship issues you face, and yet you will be expected to more...
Managing Employee Performance : Managing Employee Performance Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Workplace accidents and injuries cost corporations millions of dollars and thousands of hours lost every year. They also have a profound, often lifelong impact on workers. Introducing a safety culture into more...
Negotiating For Results : Negotiating For Results Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in work environment. Program Duration: 2 days Program Overview: People who can master the art of negotiation find they can save time, save money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in the workplace. Negotiating is a fundamental fact of life at any level. Whether you are working on more...
Survival Skills for the New Trainer : Survival Skills for the New Trainer Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Few people choose training and development while they are still in school, and yet there are talented and knowledgeable trainers working in every industry. Some individuals become trainers because they are passionate about sharing their knowledge and about helping people. Others become trainers because their employer asks them to get involved in mentoring, training, or coaching new or existing employees. Trainers also more...
Business Skills
Business Writing instructor led traininggroup study and discussionworkshop / seminar : Description: This course delivers the basics of the writing skills and exploring a wide range of business applications such as letters, memos and emails. Business proposals are also given enough attention due to its wide importance in the variety business fields. The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to effectively communicate with others through a group of practice activities & case studies.
Cross Cultural Business Communication instructor led traininggroup study and discussionworkshop / seminar : Description: This course teaches students the basics of cross-cultural business communication. The major domain of the course is the communication differences between cultures and the measure applied to deal barriers as they appear. The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to effectively communicate with others in a multicultural environment through a group of practice activities & case studies.
Organizational Skills instructor led traininggroup study and discussionworkshop / seminar : Description: This course introduces participants to the main aspects of organizational functions focusing on information types & cycles along with managing time both on an individual level & group level. Participants are skilled to effectively organize their tasks, effort and time in order to pre-qualify themselves to working in organizational environments. The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to understand how information transfers within an organization & effectively manage time through a group of practice activities & case studies.
CAREER DEVELOPMENT TRACKS
Advanced Writing Skills : Advanced Writing Skills Target Audience HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 Days Program Overview: This is a two days workshop for those who already are good writers. Our time will be devoted to writing letters of recommendation, of persuasion, of refusal or of action, that more...
Building Your Self Esteem and Assertiveness Skills : Building Your Self Esteem and Assertiveness Skills Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be enormously painful. During this two days workshop you will discover some simple techniques that more...
Business Etiquette : Business Etiquette Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: In todaya ™s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business savvy and the ability to establish yourself in a credible manner. A faux pas at the wrong time can damage your career. If you are newly appointed to a management position, or if you interact with people you dona ™t know on a regular basis, this workshop can help you succeed. If you want to enhance and polish your business more...
Business Writing That Works : Business Writing That Works Target Audience : All Staff in work environment. Program Duration: 2 days Program Overview: For those who must write as part of their job, being able to write well is a real career boost. Learn how to capture your thoughts on paper so they are strong and persuasive, but at the same time clear, concise, complete, and correct. We can think about writing either as a process or as a product, the finished piece of writing. If we can think of it as a process, then by changing the way we go about writing, we can change more...
Communication Strategies : Communication Strategies Target Audience All Staff in work environment. Program Duration: 2 days Program Overview: This two days workshop is designed to help you improve your interactions with other people in your workplace or at home. This workshop gives participants the opportunity to improve the critical communication skills of listening, asking questions and being aware of nonverbal messages. This workshop can also help participants who are struggling to find that middle ground between being too aggressive and too passive, and how to counter the more...
Control Anger Before It Controls You Anger Management : Control Anger Before It Controls Youa Anger Managementa Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You dona ™t have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who dona ™t. The co-worker who can productively confront his teammate about his more...
Get organized for peak performanceTime Management : Get organized for peak performancea Time Managementa Target Audience: HR Team, Managers, Heads of Department, Directors, Supervisors, & All Staff in customer service environment. Program Duration: 2 days Program Overview: Time is money, the saying goes, and lots of it gets lost in disorganization and disruption. This workshop will help you get a grip on your more...
Problem Solving Decision Making : Problem Solving & Decision Making Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in work environment. Program Duration: 2 days Program Overview: As an individual, facts and knowledge can only go so far. Solving tough problems requires the ability to define the true problem, analyze the possible causes, create options, select the most feasible option, and then more...
Project Management Fundamentals : Project Management Fundamentals Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days Program Overview: Project management isna ™t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra more...
Skills for Administrative Assistant : Skills for Administrative Assistant Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we dona ™t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest influence on job satisfaction is our relationship with others. This is a two-day workshop designed for those who work in support positions, to help them more...
The Minute-Takers Workshop : The Minute-Takera ™s Workshop Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: No matter who you are or what you do, whether at work or in the community, you are involved in meetings. Meetings are costly, even if they are held in a company boardroom. To ensure meetings are productive and worth the expense involved, three ingredients are necessary: an assurance of closure, a strong chair or leader, and accurate minutes. It has been said that if the minutes of a meeting more...
Understanding Project Management : Understanding Project Management Target Audience: Supervisors, Seniors, &Team Leaders in work environment. Program Duration: 2 days Program Overview: Project management isna ™t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is not more...
Working Smarter Using Technology to Your Advantage : Working Smarter a Using Technology to Your Advantagea Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days Program Overview: Rudeness in the workplace is increasing to the level that universities are studying it. Everyone is busy, everyone is stressed, and most people take it out on more...
Writing Reports Proposals : Writing Reports & Proposals Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days Program Overview: This two days workshop is intended to help you do the writing your job demands. If you are a manager at any level in business, government, or industry, you must write reports. Whether you want to or not, you write to explain more...
General Management
Business Writing Skills Program group study and discussion : Program Overview: We are living in a time when effective business writing and communication skills are essential. Business writing styles have changed. If you or your team are not using updated business writing techniques, you may be jeopardizing a new deal, an ongoing project, or a successful client relationship. A great deal of our business is now done over the Internet and through email. Business people are writing more today than ever before and you only have one chance to make a good impression in professional writing. Our business writing courses will quickly provide you or your team with the skills to explain business concepts, products, more...
Communication Skills Program : Researchers assured that people in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications, the purpose of communication is to get your message across to others clearly and unambiguously, doing this involves effort from both the sender of the message and the receiver. And it's a process that can be fraught with error, with messages often misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion, wasted effort and missed opportunity, in this program we will cover the basic process of communication and then we will cover more...
Culture Diversity Program instructor led trainingworkshop / seminar : There are too many obvious cultural differences that exist between peoples, such as language, dress and traditions, there are also significant variations in the way societies organize themselves, in their shared conception of morality, and in the ways they interact with their environment. In this program we will cover various cultural issues and pitfalls to recognize values, beliefs and norms of culture and how it affects behavior. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding the meaning of culture and its value. Know how more...
Outsourcing Management instructor led trainingworkshop / seminar : This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand what is outsourcing mean Understand the models of outsourcing Chose the right partner to be the outsourcing Target Audience: Managerial level
Problem solving and decision making instructor led trainingworkshop / seminar : Program Overview: Effective decision makers are those rare individuals who are able to consistently identify and choose the best option among multiple alternatives. In this program, you will be provided with the training and tools necessary to become an inventive, logical decision maker. You'll explore a structured way to approach and dismantle problems, and you'll learn to clarify problems in terms of objectives and issues. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand more...
Quality calibration and call monitoring instructor led trainingworkshop / seminar : Call Centre supervisors are constantly looking to improve employee performance. In Quality calibration and Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the Quality calibration and Call Monitoring program with the coaching process. Key Learning Objective and more...
Stress management instructor led trainingworkshop / seminar : More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong. This program is designed to help you reduce stress, identify where it is coming from and provide you with tools, techniques and strategies to keep it under wrap. Key Learning Objective and Outcomes: By the end of this more...
Team building instructor led trainingworkshop / seminar : Putting together a solid corporate team is one of the most rewarding experiences in business. We will shape effective and influential relationship among the group to meet standards of this era. In this course, we will create the right spirit to work in the same direction towards the company objectives to land on team synergy. We will guide you to the right track to foster an enthusiastic and supportive environment for goal setting. In addition, we will provide you with the best techniques to motivate individuals to continually set new and challenging goals. Key Learning Objective and Outcomes: By the end of this more...
Time Management instructor led trainingworkshop / seminar : Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of your life, we all know that everything takes longer than we believe it will. Plan as you may, you will almost always run out of time before you run out of work. This program is designed to improve your time management skills so you can work more effectively and make better use of your time. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Understand meaning /value /importance of time. Set more...
Workforce management instructor led trainingworkshop / seminar : As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or a supervisor. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand workforce management and impact of poor more...
HUMAN RESOURCES TRACKS
Behavioral Interviewing Techniques Hiring For Success : Behavioral Interviewing Techniquesa Hiring For Successa Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: This workshop concentrates on the pre-interview preparation; developing questions and their value; the interview techniques that get specific, behavior-based examples of past performance; and the strategies more...
Business Ethics for the Office : Business Ethics for the Office Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This two days workshop will not provide you with an easy way to more...
Business Succession Planning : Business Succession Planning Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Change is a hallmark of todaya ™s business world. In particular, our workforce is constantly changing a people come and go, and move into new roles within the company. Succession planning can help you make more...
Closing the Generation Gap in the Workplace : Closing the Generation Gap in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: There are currently five generations in the workforce, and employers faced with mass retirements of Baby Boomers are looking for ways to prepare for the changes that will result. This more...
Conflict Resolution Getting along in the Workplace : Conflict Resolution a Getting along in the Workplacea Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the more...
Employee Dispute Resolution Mediation through Peer Review : Employee Dispute Resolution a Mediation through Peer Reviewa Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Have you ever been in a workplace situation where a supervisor has made a decision that you didna ™t agree with? Did you wish that you could more...
Getting Employees Off To a Good Start : Getting Employees Off To a Good Start Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: One reason people change jobs is that they never feel truly welcome or a part of the organization they join. If a company spends considerable money recruiting, interviewing, and perhaps even more...
How to Manage Anger and Violence in the Workplace : How to Manage Anger and Violence in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Violence of any sort has many roots. 99% of the time, there are warning signs of workplace violence. That is why this two days workshop will take a comprehensive look at workplace more...
Safety in the Workplace : Safety in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, Supervisors, & All Staff in work environment Program Duration: 2 days Program Overview: This two days course is for supervisors who wish to better understand themselves and others through completing and interpreting personality typing, to develop their problem solving and decision making skills, and to more...
Workplace Harassment : Workplace Harassment Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: In 2003, the United States Merit Protection Board estimated that harassment cost the U. S. government approximately $164, 000, 000 (thata ™s 164 million dollars!) a year. No wonder companies are working to be more proactive in more...
Leading In the Contemporary Edge
Change Management instructor led trainingworkshop / seminar : a It's not that some people have willpower and some don't. It's that some people are ready to change and others are not.a Change is ever-present in our society. It is the only constant we can count on. The way employees deal with these changes, will make or break the organizationa ™s ability to survive and remain competitive. This program provides the knowledge and skill practice to empower and equip managers to help their employees meet the challenges and opportunities of their ever changing environment. Key Learning Objective and Outcomes: By the end of this program, participants will have been more...
Conflict Management instructor led trainingworkshop / seminar : Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources. By taking a number of conflict management tools, techniques and theories and putting them into practical situations, this course aims to turn conflict into a productive force. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit. Recognize the various more...
Crisis Management instructor led trainingworkshop / seminar : Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ™ll respond to crisis in a deferent and efficient way. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the elements and Steps to crisis management. Identify Crisis management team definition. Learn Crisis management team responsibilities. Recognize Frame of more...
Reward and Compensation instructor led trainingworkshop / seminar : Compensation and Reward system plays vital role in a business organization. Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ™ll identify the process to apply the best reward system. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Be aware of the role of compensation and rewards in modern more...
MANAGEMENT DIPLOMA TRACKS
Building Better Teams : Building Better Teams Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Teams have become a principle building block of successful organizations. This two days workshop is a basic course for team leaders and team members, designed to focus on the characteristics of an effective team player and the elements of an effective team. You will leave the workshop with plans for your personal development as a team player and ideas for developing your more...
Business Leadership Becoming Management Material : Business Leadership a Becoming Management Materiala Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: This workshop is a tool for your leadership development. It is designed to help you create and accomplish your personal best, and to help you lead others to get more...
Change and How to Deal With It : Change and How to Deal With It Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management. Managers who have an understanding of the dynamics of change are better more...
Coaching Skills : Coaching Skills Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Coach, Role Model, Counselor, Supporter, Guide...do these words ring a bell? Being a coach involves being a role model, sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Knowing how and when to more...
Conducting Effective Performance Reviews : Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: Performance reviews are an essential component of employee development. Someone once said, a If you always do what youa ™ve always done, youa ™ll always get what youa ™ve always got. a And, remember what the German philosopher Goethe said: a Treat people as if they were what they more...
Developing High Performance Teams : Developing High Performance Teams Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: Your success as a manager can often depend on how well your team operates. How are their problem-solving skills? Are they enthusiastic and motivated to do their best? Do they work well together? There have been hundreds of studies demonstrating that more...
Motivating Your Workforce : Motivating Your Workforce Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Ita ™s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This is a busy two days workshop to help supervisors and managers create a more dynamic, loyal, and energized workplace. This program is designed specifically to help busy managers and supervisors understand what employees want more...
Secrets of Change Management : Secrets of Change Management Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: In today's world, change is inevitable and often difficult to deal with. During this two days course, you will learn how to implement, manage, and cope with change. How You Will Benefit, objectives: By the end of the program, participant will be familiar with;  more...
The Art of Delegating Your Workforce : The Art of Delegating Your Workforce Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned. This two days workshop will explore many of the facets of delegation, when to delegate, and who to delegate to. We will also go through the delegation process step by step, to see where the more...
The Art of Making Meetings Work : The Art of Making Meetings Work Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Meetings come in all shapes and sizes, from the convention to a quick huddle in an office hallway. This two days program will be concerned with small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate. How more...
The Professional Supervisor : The Professional Supervisor Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: In todaya ™s changing workplace, many new supervisors are unsure of their roles and responsibilities. They have little experience dealing with the challenges of managing work through others. They havena ™t had the opportunity to develop those critical more...
SALES MANAGEMENT DIPLOMA TRACKS
Building Relationships for Success in Sales : Building Relationships for Success in Sales Target Audience Supervisors, Seniors, Team Leaders, & All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: No one questions that making friends is a good thing. In this workshop, you are going to discover that the business of business is making more...
Dynamite Sales Presentations : Dynamite Sales Presentations Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: A great sales presentation does not demand you have all the bells and whistles to impress the client with your technical skills. Rather, try impressing your clients with your knowledge of the products and services you sell and your understanding more...
Overcoming Objections to Nail the Sale : Overcoming Objections to Nail the Sale Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale. This two days workshop will help you plan, prepare, and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your batting more...
Prospecting For Leads : Prospecting For Leads Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: Prospecting is the key to your success. Your success today is a result of the prospecting you did six months ago. Become skilled at networking and remember the old 80/ 20 rule. Know who to target and how to target them, and remember to do some prospecting every day through warming up cold calls, following up on leads, or networking. Build your personal prospecting plan to ensure your future by planting seeds daily. How more...
Selling Smarter Cross Up Selling Techniques : Selling Smarter, Cross & Up Selling Techniques Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: Ita ™s no secret that selling has changed in recent years. We are all working harder, with more responsibilities. High pressure selling is no longer effective. Customers want involvement. They want to be recognized and listened to. And they dona ™t want you to forget them once the sale is more...
Telemarketing Using the Telephone as a Selling Tool : Telemarketing: Using the Telephone as a Selling Tool Target Audience: All Staff in call center environment. Program Duration: 2 days Program Overview: Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. This workshop will show you how the telephone can supplement, enhance, and sometimes replace other means more...
SERVICE MANAGEMENT DIPLOMA TRACKS
Complain Handling and Resolution : Complain Handling and Resolution Target Audience: All staff in customer service environment. Program Duration: 2 days Program Overview: Todaya ™s workforce is experiencing job burnout and complaints in epidemic proportions. Workers at all levels may face complaints about a situation, a process, a person or people. The important thing for an organization to have a formal complaint-handling policy & how can it be used to analyze customer needs and create customer value? So effective and efficient complaint management is essential to the provision of more...
Dealing with Difficult People : Dealing with Difficult People Target Audience: All staff in work environment. Program Duration: 2 days Program Overview: Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they cana ™t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your more...
Managing Customer Service : Managing Customer Service Target Audience: HR Team, Managers, Heads of Department and Directors in customer service environment Program Duration: 2 days Program Overview: The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This two days workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you more...
Supervisory Skills
Coaching For Success instructor led trainingworkshop / seminar : Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Understand Definition and Benefits of Counseling and Coaching. Recognize Why Managers Avoid Coaching or Counseling. Realize Characteristics of Effective Coaches and Counselors. Identify When to Counsel or Coach. Master How to Give and Receive Feedback.  more...
Discipline Management instructor led trainingworkshop / seminar : In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the purpose and reasons for implementing the companya ™s disciplinary procedure. Know the common dos and dona ™ts in implementing disciplinary employment tribunal. Target Audience: Managers, executives, supervisors and team leaders
Effective Meeting Skills instructor led trainingworkshop / seminar : Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Conduct a productive, motivating meeting. Improve meeting quality and stay on agenda. Review key issues and ideas for effective implementation. Target Audience: Supervisors, project managers, and anyone else who conducts meetings at work
Interviewing Skills instructor led trainingworkshop / seminar : Key Learning Objective and Outcomes: By the end of this program , participants will have been able to: Analyze Position & the Mandatory Success Factors Identify Beginning the Selection Process Recognize the relationship between the Resume and the Interview . Be Aware of the right questions, Pre-Employment Tests and more...
Motivation Skills instructor led trainingworkshop / seminar : Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding of motivation definition. Realizing the relation between motivation and performance enhancement. Understand how people can be motivated in many different ways. Understand the concept of motivation from a theoretical perspective as well as a practical perspective. Understanding motivations techniques. Creating motivation plan and applying it. Target Audience: Supervisors, project managers, and anyone else who conducts meetings at work.
Performance Management instructor led trainingworkshop / seminar : Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the aims of performance management. Identify acceptable standards of performance. Conduct effective reviews of performance. Set SMART objectives. Manage the performance of the 'star', the 'plodder', the 'peaked' and the 'poor' employee
Presentation instructor led trainingworkshop / seminar : A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world. This program is designed to improve your presentation skills to get things done! Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn presentation techniques more...
Project Management instructor led trainingworkshop / seminar : Project management represents a vast array of principles, skills, tools, and techniques designed to help people or organizations select and design an undertaking, envision a successful outcome, schedule phases and milestones, minimize risk, and measure progress. In this program we will highlight various project management knowledge areas which cover project management context Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify the project phases and life cycle. Specify realistic objectives to stakeholder needs. Realize project more...
TRAINING DIPLOMA TRACKS (Advanced Diploma)
Advanced Skills for the Practical Training : Advanced Skills for the Practical Training Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled trainer can make a program exciting. The learners will have fun while they are learning. The facilitator has been able to involve their emotions as well as their minds. You will see the involvement, and you will feel the energy. To reach this stage as an adult educator isna more...
Celebrating Diversity in the Workplace : Celebrating Diversity in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: In the past ten years, the workforce has changed dramatically. More than ever, a workplace is a diverse collection of individuals proud of whom they are: their gender, their sexual orientation, their more...
Developing Training Program : Developing Training Program Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: How You Will Benefit, objectives: Training is an essential element of development in any organization. Being knowledgeable and continuing to learn throughout your career can make you a very valuable asset. We also know that training and orientation for newly hired employees is a key factor in retention. This two days workshop is designed for a trainer who wants to develop training programs that are meaningful, more...
Facilitation Skills : Facilitation Skills Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: It is impossible to be part of an organization today and not attend meetings. Staff meetings, project meetings, planning and coordinating meetingsa they all take time. There has been a growing realization that we have to pay attention to the process elements of meetings, if we want them to be effective. With its focus on asking rather than telling, and listening to build consensus, facilitation is the new leadership ideal, the core competency everybody needs. Managers and supervisors are more...
Presentation Survival School Public Speaking : Presentation Survival Schoola Public Speakinga Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what you want to say and being comfortable with your communication skills. In this two days workshop, you will master the skills that will make you a better speaker and presenter. How You Will Benefit, objectives: By the end of the program, more...
TRAINING DIPLOMA TRACKS (Fundamental Diploma)
Conquering Your Fear of Speaking In Public Speak Easily : Conquering Your Fear of Speaking In Public a Speak Easilya Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this two days workshop is just for you! Ita ™s aimed at anybody who wants to improve their speaking skills in informal situations. Wea more...
The Practical Trainer : The Practical Trainer Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: If you do on the job training in your organization, this two days workshop can help you feel more comfortable and more competent. You will explore how adults learn and take a step-by-step approach to create training sessions that meet employee needs and you will have the opportunity to practice these skills in a safe environment. Training results are too important to leave to chance. Register today, so you will be prepared when you are asked to stand and deliver. How more...
Using Activities to Make Training Fun : Using Activities to Make Training Fun Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Most people have been at a party or some other social occasion where someone has told an inappropriate joke and ruined the mood (at least temporarily). Likewise, wea ™ve all been somewhere where the class clown is able to lighten the mood and help people have fun. The good news is that humor can help you make your training sessions just as engaging as those fun social occasions. Even better, you dona more...
AT&TAT&T
AT&T Certificate for Call Center Team Leaders instructor led traininggroup study and discussionworkshop / seminar : Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact more...
AT&T College of Call Center Excellence For Agents instructor led traininggroup study and discussionworkshop / seminar : The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help better strengthen your agenta s overall skills and give them new techniques to improve your entire Contact Center performance. Key Learning Objective and Outcomes: By the end of this program, participants will have been more...
AT&T Diploma for Agents instructor led trainingworkshop / seminar : Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them. This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path toward our target, while providing the right spirit to face obstacles and failure in the way to achieve the pursued targets. Customer Care and retention is increasingly becoming a key issue for most companies in today s competitive market place where customers demand more...
Sales ManagementSales Management
Cross and Up-Selling Techniques instructor led trainingworkshop / seminar : Cross-selling and up-selling is a superb way to increase the value of a sale by suggesting an accompanying product. This course will teach you the skills you need to add value to your customer's personal or professional lives while increasing sales for the company. You'll go away from the training with a new attitude toward selling, and the skills needed to be successful in cross-selling, up-selling, and overcoming resistance. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn how to match your customera ™s needs to the more...
Customer Focused Selling Skills instructor led trainingworkshop / seminar : Customer-focused Selling is comprehensive and flexible sales development programs that will train your sales force to build successful business relationships by helping customers achieve both their business and personal objectives. Customer-focused Selling teaches your team a plan for developing an understanding between the customer and your salespeople throughout the sales process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Determine the meaning and significance of customer-focused selling more...
Master Outbound Skills instructor led traininggroup study and discussionworkshop / seminar : Effectively Managing Outbound Calls teaches the skills to prepare for outbound calls and how to deal with them. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive calls, including calls for building relationships with prospective customers. Key Learning Objective and Outcomes: By the end of this program, participants more...
Service ManagementService Management
Complaints handling instructor led trainingworkshop / seminar : The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it is face to face, on the telephone or via the internet. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Knowing what is anger, and the relation between more...
Customer Loyalty and Retention Program instructor led traininggroup study and discussionworkshop / seminar : During this detailed program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to embark upon a customer satisfaction measurement project, or if you need to re-think or redesign the current satisfaction measurement program in your company. Key Learning Objective and Outcomes:  more...
Customer Relationship Management : For any business, successful Customer Relationship Management navigation is becoming increasingly important in todaya ™s competitive business world. Customer expectations are always increasing, and business services must increase along with these expectations. CRM is the method through which businesses can connect with their customers and therefore serve them better. Businesses with successful CRM strategy and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business. Key more...
Customers types and behavior : Dealing with customer are one of the most important things we have to know and show , it is a very well skill that few have . At this section we will know all what customer are all about. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: We will know the types of customers. We will know the color of customer as in mind set. We will know how to treat them right way with no problem or even if there is . We will know how to know which category are he or she , without talking to him or her. We will know how to handle them and to deliver what they need and want .
Foundation of Customer Service Program : Customer service is a requirement in today's business environment. This program is a comprehensive program that provides a strong foundation of skills and knowledge to succeed in the customer service industry. We will highlight various knowledge areas which cover evolution of customer service, value of customer service, reasons and impacts of bad service, dimensions of quality customer service, quality service measures. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify who the more...
Inbound Skills Program : Effectively Managing Inbound Calls teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls, putting a caller on hold, transferring a call and taking messages are taught. Also we will cover the most important skills required to handle inbound calls such as listening skills, speaking skills, phone etiquette and courtesy, greeting and closing and phone protocols through role plays and videos. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to:  more...
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