Our Programs

Customer Care

Communications

Professional & Personal Development

Sales & Marketing

PROGRAM

DESCRIPTION

OBJECTIVE

FOR WHOM

1. CUSTOMER CARE PROGRAMS


Sensational Service

(Fundamental)

 This program introduces and reinforces upon the service personnel the value, understanding, and importance of practising Sensational Service. The service personnel outlook and enthusiasm on customer service is also rejuvenated with the awareness and rediscovery of service being an exciting profession.
  • The understanding, expression and consistent
    practice of Sensational Service
  • The identification, acquisition and practice of positive service attitudes and attributes
  • The understanding of the customer (internal and external) and his/her needs
  • Recognising and steering away from bad service practices
  • The cultivation of teamwork and team dynamics to achieve Sensational Service
    		• All customer care personnel

    Sensational Service

    (Intermediate)

    This program takes the participants to the next level of service learning. Detailed instructions, deeper insights and greater skills on the concept, value and practice of Sensational Service are acquired in these lessons.

    Highlights of the program include understanding the mechanics of customer relations, the use of Emotional Intelligence (EQ) in service interactions, effective techniques in customer–service, personnel communications, smooth communication process in varying communication mediums (E.g, the telephone), handling customers and their complaints, the service personnel individual and group responsibilities and building the service team.
  • Express the concept and value of quality service.
  • Enhance teamwork through the practice and understanding of internal customer service
  • Develop the emotional intelligence (EI) service attributes.
  • Work on relationship building elements with a customer
  • Focus and exploit the different levels of Customer Interactions
  • Techniques to handle and resolve complaints professionally
  • Develop and refine their listening skills
  • Manage their emotions when dealing with difficult customers.
  • Identify and deal with the different types of difficult customers.
  • Practice good telephone etiquette
  • Effectively employ verbal and tonal aspects of telecommunication
  • Control incoming/outgoing calls
    		• All customer care personnel regardless of position and especially those that had undergone the Fundamental and Intermediate stage.

    Sensational Service

    (Advanced)

    		 This program seeks to propel the momentum generated by the previous program by continuing the service personnel mental and emotional development as well as enhancing their competencies by providing the service personnel with the tools needed to keep their performance at the crest of excellent service
  • List and Act on measures needed to propagate a service culture.
  • Understand and Meet Customers’ Needs
  • Define and attune working styles to enhance their Service Delivery.
  • Enhance the Work Image through the refinement of the Service Personality.
  • Reduce and Manage Internal Customers’ Conflicts
  • Understand, develop and practice constructive Service Habits
  • Understand and Manage Service Related Stress
  • Manage and motivate their service behaviours
  • Value and Practice enhanced Customer-Service Personnel communication.
  • Employ the effective ”Phone Service Language”
    		• All customer care personnel regardless of position and especially those that had undergone the Fundamental and Intermediate stage.

    The Sensational Service Leader: Leadership And Management In Service

    		 This program is targeted towards the service organisation’s leaders and managers whose job is to lead the service team, direct its efforts and manage its resources in order to achieve its goals and objectives. This program also exposes the participants to new paradigms, concepts and trends in service management, customer relations and the fostering the team synergy.
  • Express the concept and value of sensational service.
  • Apply precepts to develop a dynamic service mindset and culture in their organization
  • Define the role and responsibilities of a service provider.
  • Appreciate the role, responsibilities and needs of the internal customer
  • Appreciate the role, responsibilities and needs of the internal customer
  • Use proper management skills to execute their daily function effectively / efficiently
  • Identify and adopt appropriate leadership styles
  • Create better working atmosphere by increasing understanding and respect
  • Provide strategies for dealing with challenges
  • Communicate clearly and effectively with your team
  • Practice techniques to manage interpersonal conflicts
  • Manage Service Related Stress
    		• Those with Service Leadership and Management responsibilities

    Service From The Heart

    		 The act of extending service is an emotional experience underscored with the aim of achieving customer satisfaction and attaining customer loyalty, both of which are emotional attributes that encapsulates every actions taken to accomplish towards that profitable end.
    This program provides the service personnel with the emotional intelligence (EQ) knowledge and tools to effectively manage, exploit and deal with emotional needs and issues as a means of providing genuine, heartfelt and meaningful customer service thatis superior in every aspect. It also contributes towards the development of the consummate service personnel who is not only aware but, also manages and utilizes his emotional intelligence effectively.
  • Understanding and application of Emotional Intelligence (EQ) in service
  • Identify and resolve their emotional challenges in regards to being a service provider.
  • Adopt and absorb the basic service EQ into their daily work habits.
  • Manage their emotions when dealing with difficult customers
  • Identify the different types of difficult customers and deal with them effectively
  • Enhance their listening skills by using EQ
  • Build and cement customer relations.
  • Develop their potential as the consummate service provider through EQ.
  • Govern and utilize their emotional power to function effectively as service personnel.
  • Enhance working relationships with other team members through effective use of EQ
    		• All customer care personnel

    PROGRAM

    DESCRIPTION

    OBJECTIVE

    FOR WHOM

    2. COMMUNICATIONS PROGRAMS



    Write to The Point (A Business Writing Skills Program)

    Executives spend a considerable portion of their time communicating and most of the time they do this in writing; either memos, reports, recommendations etc. Their ability to write succinctly could determine the success of the organization because they also often communicate with other companies and organizations.


    The mark of a successful person is often in the ability to think clearly and thus write as such


    The program has been designed to be a highly interactive session which engages participants in various modes of writing such as report writing, memo composition etc.

  • Plan their communication intent and content better and with a clear view of the objectives to be achieved.
  • Generate solid ideas to provide their business writing with a positive impact.
  • Organise their ideas and thoughts in a coherent manner for clear writing
  • Write according the rules of good business communication
  • Practice good writing habits and steer clear of bad ones.
  • Avoid the common pitfalls that mar clear business communication
  • Writing to persuade, inform, sell ideas
  • Choose appropriate style to suit writing objective
  • Perform audience analysis
  • Use writing principles to produce professional documents for reports, letters,proposals and memoranda.
  • Achieve clarity, cohesiveness, courtesy, content accuracy and completeness
    		• All and any personnel that engages in written communication in their daily work.

    Power Presentations
    (A Presentation Skills Program)

    This course focuses on important criteria of presentations and public speaking. Executives today make at least 100 presentations a year, some major and some minor ones. In each case the key to a convincing presentation is practice and well-structured arguments and assertions.


    This program will bring participants to explore the various areas of persuasion beyond just a standard prepared presentation.

  • Identify the origin /influence of and eliminate negative beliefs about public speaking
  • Overcome fear and manage nervousness during presentations
  • Organize Thoughts and Presentations
  • Structure a Cohesive Presentation Flow
  • Determine the different Presentation purposes and prepare accordingly
  • Utilize different types of presentations to maximize the delivery impact on the audience
  • Employ Nero Linguistics Programming as a tool to enhance communication and establish individual and group connection
  • Understand and manipulate the audience motivations to capture and maintain audience interest
  • Developing rapport with the audience
  • Employ Visual, Vocal and Verbal Cues to augment the presentation impact
  • Apply the visual aids to enhance presentation.
    		• All and any personnel whose job requires him/her to make either formal or informal presentations regardless of audience size

    Crystal Clear Communication And Interpersonal Skills

    Life is, by nature, highly interdependent. Working successfully with other people often requires on our part; the right attitudes, the desire to help others and the ability to listen and communicate well.


    The point of any communication is to elicit a certain response. The way to achieve the major objectives of communication is to be positive and to be clear.


    This program will focus on developing communication skills so that there will be free flow of communication in all directions. This will lead to improve levels of productivity, morale and the achievement of corporate goals.

  • Eliminate limiting beliefs about one’s communication abilities
  • Display positive attitudes towards interpersonal communication
  • Identify Barriers to Effective Communication
  • Practise techniques to establish rapport and assertive communication with others
  • Employ proper Approach and effective Listening Skills in establishing clear communication with other parties
  • Provide and give feedback clearly.
  • Employ different styles and approaches techniques to influence others
  • Employ positive body language in interpersonal communication
  • Deal with peers, subordinates and superiors better
  • Engage in effective team communication
  • Practise techniques to manage interpersonal conflicts
  • Communicate with clarity and confidence
    		• Practically everyone and anyone from any organisation should attend as the emphasis is on the individual’s interactions and communication within the organisation's structure as well as that with its customers.

    PROGRAM

    DESCRIPTION

    OBJECTIVE

    FOR WHOM

    3. PROFESSIONAL & PERSONAL DEVELOPMENT PROGRAMS



    Your Right to Succeed

    You have a right to succeed in your professional and personal life ! In fact a person who has succeeded in achieving his/her goals is those that would go on to contribute positively, not only to other people, but also to their organization .


    You have a right to succeed in your professional and personal life ! In fact a person who has succeeded in achieving his/her goals is those that would go on to contribute positively, not only to other people, but also to their organization .


    This program provides the participants with the, knowledge and tools on understanding the origins and impact of their respective beliefs on their behaviours and actions. It also seeks to cultivate and practise the right attitude to attaining theirs and the organisation’s goals that would see continued success for all.

    At the end of the program participants will be able to:

  • Understand the origins of their beliefs and attitudes, either positive or negative
  • Understand the origins of their beliefs and attitudes, either positive or negative
  • Manage and maintain dynamic behaviours
  • Relate the attitudinal development to their jobs and workplace
  • Understand and Describe the Nature of EQ
  • Master ways to manage his/her emotions effectively
  • Utilise EQ approaches in enhancing communication and interpersonal skills
  • Implement techniques to overcome procrastination
  • Implement techniques to overcome procrastination
  • Practice mental and emotional discipline that encourage actions to be taken
  • Implement strategies and techniques needed to set and achieve realistic professional goals
  • Understand and manage stress
    		• Everyone and anyone in any organization that wish to flourish and succeed in their personal and professional capacity.

    Emotional Intelligence at Work

    Quite simply, emotional intelligence can be described (among its many definitions) as being the identification and intentional management of an individual’s emotions that would help guide the person’s behaviours and thinking in ways that would enhance his/her desired results.


    Emotional Intelligence or more popularly known as EQ, is now acknowledged by experts as being the crucial determinant of success in the workplace. And unlike IQ or other traditional measures of intelligence, EQ can be developed and dramatically increased.


    This program explores the concept of EQ, specifically within the context and its applications in the workplace as well as instructs the means to realize personal ambitions and optimise organizational effectiveness through the masterful management of emotions

    At the end of the workshop participants will be able to:

  • Express the concept and value of emotions.
  • Identify and describe the emotions necessary to succeed in life.
  • Clear out Negative Beliefs and Foster Positive Ones
  • Manage The Fluctuating Behavioural States
  • Understand and Describe the Nature of EI
  • Master ways to manage his/her emotions effectively
  • Define and Apply EI within the Workplace
  • Utilise EI approaches in enhancing interpersonal skills
  • Employ effective EI techniques in fostering solid communication.
  • List and Practice the Characteristics of EILeadership.
  • Implement EI methods in motivating self and colleagues.
    		• All personnel who wish to manage emotions competently as mean of enhancing professionalism and interpersonal competence as well as succeeding within the work environment

    The Success Attitude

    ATTITUDE ! This single element is increasingly acknowledge as being the significant influence in the employees’ accomplishments and continued existence of an organization. Any winning business can only flourish and sustain itself if a dynamic and success attitude is instilled within the employees’ psyche, which would then manifest itself in their respective and collective behaviour.

    This brief discourse provides the participants with the abridged understanding, knowledge and tools on the importance of cultivating and practising the right attitude to attaining theirs and the organisation’s goals that would see continued success for all.

    At the end of the program participants will be able to:

  • Understand the origins of their respective attitudes, either positive or negative.
  • Employ actions needed to develop and maintain positive professional attitudes
  • Relate the attitudinal development to their jobs and workplace
    		• Everyone and anyone in any organization that wish to flourish and succeed in their personal and professional capacity.

    PROGRAM

    DESCRIPTION

    OBJECTIVE

    FOR WHOM

    4. SALES & MARKETING PROGRAMS



    Sensational Selling Skills

    Selling is complex: that’s undeniable. To achieve good results, you have to sell your products or services well, and sell them right.


    In today’s ever-changing world, modern techniques in professional selling are needed. Needs change and customers are elusive. Relationships need to be built quickly and competitors are not letting up in the “war” of trying to win over the customers, very probably yours!


    This practical workshop, using highly effective training methodologies like games, role-play, psychometrics and etc., aims to answer the many complexities found in the tough world of selling.

  • Confidently deal and sell to customers

  • Understand and employ the buying process effectively

  • Understand the buyer’s minds and cultivate his/her buying desires

  • Recognise and capitalise on the buying signals effectively

  • Employ effective questioning techniques

  • Present the services and product persuasively

  • Overcome objections and price concerns

  • Gain commitment to the purchase of services or product
    		• All personnel in a selling capacity and responsibility

    Powerful Negotiation Skills

    A sale is only considered good deal if the sales personnel have managed to explore and exploit the possibilities and potential that exists within the buyer’s purchasing power.


    The sales personnel, in their zeal to close a deal, sometimes loses out to the buying party by not engaging in assertive negotiation techniques, hence limiting his/her returns from each sale.


    The sales personnel, in their zeal to close a deal, sometimes loses out to the buying party by not engaging in assertive negotiation techniques, hence limiting his/her returns from each sale.
  • Identify interpersonal skills required to
    negotiate effectively
  • Planning effectively before negotiating
  • Employing “trigger words” in the negotiation process
  • Uncovering Client’s Needs and Wants.
  • Utilising Body Language as a Negotiation tool
  • Mirroring the Client’s Body language
  • Employing Useful Behaviour and
    Common Behavioural Errors.
  • Building Rapport with Customers.
  • The Strategy, Tactics and Process of Negotiation.
  • Trading Tactics
  • Positioning Yourself.
  • The Criteria for Success.
    		• For any personnel whose job calls for him/her to negotiate on behalf of the company.

    Terrific Telesales Techniques

    The telephone has become a crucial tool in professional selling. Telesales has proven to be the profitable and successful alternative to the field sales call. The fact is, the organization that does not employ telesales as part of its overall strategic selling strategy and channel stands to lose their customers to the organizations that does!!


    This practical program, using highly effective training methodologies like presentations, role-playing, neuro linguistics programming etc., aims to address the many complexities found in the tough world of telesales as well as provide the telesales personnel with a solid grounding, understanding and tools for selling successfully.

  • Sell with certainty to the different types of prospective customers
  • Understand, probe and manipulate the customers’ buying process and needs effectively
  • Present the product persuasively
  • Formulate a forceful telesales script
  • Employ Auditory and Vocal tools in influencing the customers
  • Overcome objections and price concerns
  • Instil a positive sales outlook by clearing out negative sales beliefs
  • Manage and motivate their selling behaviours
  • Understand, develop and practice assertive Sales Habits
    		• All telesales personnel
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