CORPORATE TRAINING
CUSTOMER SERVICE
In today’s competitive business landscape, customer experience is king. Positive interactions with our customer service team can turn one-time buyers into loyal brand advocates. Big Outreach understands this, and this training program is designed to equip you with the skills and knowledge to deliver exceptional service at every touchpoint.
This customer service training program will help you learn to recognize how your attitude impacts on your interactions, you’ll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises. You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an
OUTCOMES
After completing this course participants will be able to:
- Handle customer inquiries and concerns with professionalism and empathy.
- Develop strong customer relationships based on trust and understanding.
- Effectively solve problems and find solutions that leave customers happy.
- Contribute to a positive and supportive customer service team environment.
- Know how to contribute to and create a customer service culture
MODULES:
Introduction to Customer Service
Effective Communication Skills
Customer Churn and Cost
Calming Upset Customers
Telephone Customer Service
Internet Customer Skills
Time & Stress Management Strategies
Understanding the Customer Journey
Creating a service culture.
TRAINING METHODOLOGY
- Interactive sessions
- Case studies
- Problem-solving exercises
- Group Discussions
- Management Games
- Role-playing/role modelling
- Presentations
WHO SHOULD ATTEND?
- Senior Marketing Managers/ Marketing Heads
- Customer Relationship Managers/ Relationship Managers
- Customer Service Professionals/ Supervisors/ Team Leaders and Managers
- Sales Professionals, Salesperson
- Sales Analysts
- Start-up Founders, Entrepreneurs
LEADERSHIP DEVELOPMENT TRAINING
Great leaders are the backbone of any thriving organization. They set the vision, motivate teams, and drive results. At Big Outreach, we understand that effective leadership is essential for success. This program is designed to help you develop the skills and knowledge to become a leader who fosters a positive and productive work environment, while achieving exceptional outcomes.
Course Objective
By the end of these training, participants will be able to;
- Lead with greater confidence and self-awareness.
- Communicate effectively and inspire their team towards a shared vision.
- Motivate and empower individuals to achieve their full potential.
- Foster a positive and engaging work environment where collaboration thrives.
- Navigate challenging situations and make sound decisions.
Target Audience
- Team Leaders and Supervisors with leadership responsibilities
- Managers seeking career development
- Managers recently appointed to leadership roles
- Managers requiring strategies to grow as effective and influential leaders
- Leaders wishing to develop self-awareness and personal impact
MODULES:
Difference between Leadership and Management
Communicating the vision
Setting expectations and holding people accountable
Building a strong team.
Coaching for results
Strategic Planning and creative problem solving
Understanding the process of delegating.
Stress management techniques
Communicating through change
SALES TRAINING
Today’s marketplace is highly competitive and every organization is looking for a larger share of the market. In an economy where the customer is king, how do your sales representatives pitch the features and benefits of the products/services they sell?
Providing sales training plays an important role in helping sales representatives practice and hone their ability to close a deal.
Big Outreach Sales Training course provides you, or your team, with the skills to increase their sales by asking better questions, gaining loyal repeat customers, understanding common body language, overcoming common sales objections, finding referral opportunities and growing the business with professionalism and enthusiasm and more.
Course Objective
By the end of these training, participants will be able to;
- Interpret prospect needs by conducting a needs analysis
- Master active listening techniques to better connect with & understand clients.
- Manage the sales process while understanding where the sale is & how to keep the momentum moving forward.
- Negate competitor quotes, while remaining professional.
- Deliver presentations that sell.
- Handle objections professionally & effectively.
- Master highly effective closing techniques.
- Follow-up to develop long-term relationships & future business.
MODULES:
Target Audience
- Sales Directors
- Supervisors/ Managers
- Sales professionals who have a desire to increase their team’s overall performance, productivity and profitability.
PEOPLE MANAGEMENT SKILLS
Your team is your greatest asset. Effective people management isn’t just about tasks and deadlines; it’s about fostering an environment where individuals thrive and contribute their best work. This training will empower you to become a leader who inspires, motivates, and guides your team to achieve outstanding results.
Throughout the course, Big Outreach trainers will explore the different approaches to people management skills and reflect on how to manage ourselves and others. Our trainers will take a closer look at how to find the best people, how to develop them and how to help them to perform at their very best.
Course Objective
By the end of this training, you’ll be able to:
- Motivate and inspire your team to achieve their full potential.
- Create a positive and supportive work environment where trust and respect flourish.
- Provide constructive feedback and coaching that fosters professional growth.
- Delegate effectively and empower your team members with ownership.
- Manage performance effectively and guide development opportunities.
Target Audience
- Team Leaders and Supervisors with leadership responsibilities
- Managers seeking career development
- Managers recently appointed to leadership roles
- Managers requiring strategies to grow as effective and influential leaders
- Leaders wishing to develop self-awareness and personal impact
MODULES:
Introduction to people management skills
Understanding different individuals in organizations
The Magic of Motivation
Building Trust & Rapport
Performance and Rewards
Delegation & Empowerment
Conflict Management
Performance Management
Target Audience
- New/Aspiring line managers
- Supervisors
- Refresher course for managers
- Employees
SACCOS TRAINING PROGRAMS
STAFF TRAINING & TEAM BUILDING
- Personal Finance
- Outstanding customer experience
- Stress Management
- Work Ethics
- Sales & Marketing Skills
- Emotional Intelligence
- Themed Team Building
BOARD MEMBERS TRAINING
- Corporate Governance
- Corporate Communication
- Financial Planning
- Strategic plan formulation & Review
- Supervisory & Managerial skills
- Change Management
- Themed Team Building
DELEGATES TRAINING
- Personal Finance Management
- Entrepreneurship Skills
- Debt Management
- Investment & Business skills
- Pre-retirement Training