Training Catalogue
COURSES
Objectives :
Customer Centricity
A dynamic , forward thinking course , which builds on traditional customer service . An introduction to customer centricity ; the ability of a Company to understand a customer ’ s situations , perceptions , and expectations . Empowering employees to drive change and evolution based on customer feedback . A course for all departments !
• Differences between customer service and customer centricity
• Understand a variety of relationships between internal and external customers
• The importance of active listening , questioning techniques and a variety of communication skills
• Introduction to DiSC behaviour tool
• Managing conflict for stronger relationships and customer retention
Course time : 7 hours across two modules . Includes a minimum of 5 group activities .
In for the Win Win !
An interactive , thought-provoking course , which focuses on enhancing negotiation skills for confident interactions and positive outcomes . Unpeeling the negative assumptions and introducing a variety of negotiation styles , the negotiation process , and building customer relationships for a WIN WIN !
Objectives :
• Overcome negative assumptions of negotiation
• Understand the steps for a successful negotiation
• The negotiation matrix : Relationships versus outcomes
• Types of negotiation and outcomes
• Why negotiations fail
Course time : 7 hours across two modules . Includes video , group activities and role play .
Ariosi Group Limited 5