Training Effective Body Language

Course Description

When leading a meeting, or presenting a proposal or try to convince people of a good idea, body language is also "communicating" part of the message. And if body language works with the message, it is likely to be much more successful. This course will show the participants how to read people's emotions and opinions before they even say a word, and build their emotional intelligence. They'll also learn how to judge their own body language and discover what their appearance and posture - even the way they walk - tell people about themselves, also to give the participants an edge when negotiating. 

Course Objectives

• Discovering when body language is an important means of communication
• Using body language to increase personal impact
• Increasing presence and strengthening command over listeners
• Learning how to use body language to build rapport with others
• Learning how to read and interpret other people’s signals
• Learning how to apply body language to help control tension and conflict

Who Should Attend?

• Sales and marketing staff
• Customer service representatives
• Public relations professionals
• Anyone who aspires to improve his skills in this field

Course Details/Schedule

• Personal introductions
• Self perception of how other people see you
• Personal body language awareness
• Initial diagnostic of personal body language
• Trainer and group feedback

• Understanding the importance of body language
• Enhancing personal body language vocabulary
• Developing a more confident posture
• Making more use of gesture
• Increasing use of facial expression and eye contact

• Using body language to increase personal impact
• How to make an immediate positive impression
• How to communicate in a confident and professional style
• How to use body language to help engage with listeners
• Review of personal impact achieved

• Application of techniques developed
• Individual feedback on personal use of body language
• Using body language to build rapport
• Understanding the difference between aggressive and assertive body language
• How to develop positive relationships through use of body language

• How to control any negative hidden messages through body language
• Reading and reacting positively to signals from other people’s body language
• Understanding signal clusters from others and how they can be interpreted
• How to react positively to negative vibes generated through body language
• How to control a situation through use of body language

Training Value-Based Marketing

Course Description

This course provides a clear practical introduction to shareholder value analysis for the marketing professional.  It gives them the tools to develop the marketing strategies that will create the most value for business.  For top management, supervisors, managers and CFOs (Chief Financial Officer) the course explains how marketing generates shareholder value.  It shows how top management should evaluate strategies and stimulate more effective and relevant marketing in their companies. 

Course Objectives

Define Shareholder Value (SV) and learn how to achieve it

Operate in a viable market

Pursue a strategy which promises sustainable competitive advantage

Identify market opportunities and position around them

Become a skilled marketer 

Who Should Attend?

• Marketing people
• Managers at all level
• Sales & Marketing people who are interested to develop marketing strategies
• Those involved in the creation, implementation and management of value based strategies
• People who are interested in present and future market developments and how to respond to challenges

Course Details/Schedule

Marketing & Shareholder Value

• Introduction & Objectives
• Managing in the twenty-first century
• Success: shareholder value
• Marketing’s lost influence
• The shareholder value principle
• Approach to Shareholder Value
• Principles Of Valuation
• Shareholder Value
• Economic Value Added
• Financial Value Drivers
• Marketing Value Drivers
• Organisational Value Drivers

The Marketing Value Driver

• A new definiton of mark
• Creating Customer Value
• Building The Differential Advantage
• Implementing Relationships With Customers
• Organisational Requirements
• The Customer-focused Organisation
• Strategic Position Assessment
• Assessing The Current Position
• Explaining The Current Position
• Projecting The Future Of The Business
• The Value-based Plan
• Strategic Objectives

Building Brands

• The role Of Intangible Assets
• The Role Of The Brand
• Brands & Shareholder Value
• How To Build Brands
• Organising The Brand Portfolio
• Pricing For Value
• Pricing Principles
• Setting The Price
• Adapting Prices To Customers & Products
• Price Management

Value-Based Communication

• Communications & Shareholder Value
• Communication And Customers
• Developing a Communication Strategy
• Allocating across Communications Channels
• Valuing Communications Strategies
• Value-Based Marketing in The Digital Age
• The growth & Development Of The Internet
• Drivers Of Change In The New Economy
• Creating Value Through The Web

Introducing  Services & Products via Internet

• Building The Brand On The Internet
• Value-Based Marketing in The Digital Age
• The Growth & Development Of The Internet
• Drivers Of Change In The New Economy
• Creating Value Through The Web
• Building The Brand On The Internet
• Future Perspectives

Training Digital Marketing Strategy

Course Description

Digital marketing landscape is changing faster than ever. Digital consumer behavior is also changing. It becomes more and more difficult to capture the attention of consumers and engage them. On the other hand, there are more and more tools available in digital marketer’s toolbox. The new weapons of the digital marketer like gamification, user experience and storytelling enables higher engagement rates. Additionally, the unique advantage of the digital medium is being able to quantify everything about the customer. 

Companies are starting to build customer intelligence systems to understand their customers more deeply. Growth hacking practices make newly started initiatives to gain traction in a very short period of time. Data driven approach and systematic analytics is the key to be successful in these activities. This course provides all the skills and practices required to perform new digital weapons like gamification and user experience. The course is also designed to give hands-on introduction to web analytics and social media monitoring tools.

Course Objectives

• Provide a solid understanding for the past, present and future direction of Digital Revolution in general and internet, social media and mobile revolutions in particular. 
• Explain the new economies of the information age
• Discuss Web Era’s and future of computing - Big Data and Internet of Things - and it’s implications for Digital Marketing Strategy
• Explain the new challenges of Digital Marketer including difficulty to engage audiences
• Provide the Digital Marketer’s new toolkit including gamification, storytelling and user experience.

Who Should Attend?

• Marketing professionals 
• Executive managers
• Any professional or entrepreneur interested in cutting edge Digital Marketing Practices

Course Details/Schedule

• Introduction to Digital Marketing
• Characteristics of Digital Revolution 
• 21st Century Challenges and Inefficiencies of Traditional Media
• Digital Marketing Macro Trends
• Changing Marketing Realities
• Changing Consumer Realities
• New Weapons of the Digital Marketer

• Digital Marketing Strategy 
• Changing Marketing Orientations and Experiential Marketing
• Dimensions of Digitization
• Customer Centered Strategy 
• Data Oriented Marketing and Data Engineering

• Web Era’s
• Big Data
• Internet of Things
• New Economies of Information Age

• Social Media Strategy
• Viral Marketing and Psychology of Virality
• Techniques for influencing digital audiences
•  Social Media Monitoring Tools

• Marketing & Sales Strategies for New Technology Products 
• Generic Leadership Strategies 
• Technology Adoption Model 
• Crossing the Chasm
• Ways to find earlyevangelists 
• Bowling Pin Strategy

Training Mobile Marketing

Course Description

Mobile Marketing is clearly one of the fastest growing disciplines in online marketing. Each week, thousands of new users adopt new mobile devices and provide their mobile numbers for marketing campaigns. From standard text messages to full mobile applications, Mobile Marketing is everywhere.

Course Objectives

• Learning  mobile marketing
• Understanding mobile devices
• Learning combining mobile with other channels
• Understanding the location and mobile

Who Should Attend?

• Managers
• Brand makers
• Executives
• Advisors to directors and top managers
• Those who would like to develop and enhance their mobile marketing skills

Course Details/Schedule

• Introduction to Mobile Marketing
• Understanding Mobile Devices
• Core Mobile Product 

• Core Mobile Service Offerings
• Supplemental Products and Service Offerings
• Mobile Advertising 

• Mobile Search
• Incentives and Loyalty Programs
• Combining Mobile with Other Channels

• Mobile Marketing 
• Mobile and Social Media
• Location and Mobile

• Mobile Rules and Regulations
• Mobile Marketing Measurement and Analytics
• The Mobile Website

Training Marketing in Social Media

Course Description

The goal of this course is to educate and train users in the rapidly-expanding field of Social Media. This course covers social media overviews, strategies for spreading your campaigns around, and using every tool and tactic at your disposal to gain eyeballs and attention to your website.

Course Objectives

• Learning social media strategy
• Learning new social media tools 
• Understanding social media measurement
• Understanding of the social media analytics

Who Should Attend?

• Directors and managers
• Brand makers
• Executives
• Advisors to directors and top managers
• Those who would like to develop and enhance their Social marketing skills

Course Details/Schedule

• Definition of social media marketing
• Benefits social media can bring to your business
• Key factors in social media marketing
• Cross-channel marketing
• Offering valuable content 

• The relationship between social media and search engine ranking
• Competition in social media
• Time as a success factor
• Blogging
• Reusing most popular posts 

• Social media tour: hints, tricks and instructions
• Planning your campaigns
• Writing posts
• Photos
• Hashtags
• The impact of visuals 

• Using fans and followers as marketing tools
• Encouraging customers’ feedback
• Photo editing tools
• “Pin it” button
• Infographic 

• Retaining customers
• Offering added value
• The importance of conversation
• Social ads
• Online reviews 

Training Strategic Marketing Management

Course Description

The Strategic Marketing Management course focus is on appraising go-to-market programs and designing integrated, strategic marketing plans. customer-centric and competitively dominant marketing strategies are vital to business success. and provides participants with tools for developing an effective marketing strategy by examining how firms can profitably create and sustain customer value 

Course Objectives

• To plan, implement strategic marketing
• To promote, protect and manage the organisation’s brand, products and services
• To apply the appropriate approach and techniques of strategic marketing 
• To fully utilize the rapidly changing media environment
• To obtain the highest return on investment (ROI)

Who Should Attend?

• Directors and managers
• Brand makers
• Executives
• Advisors to directors and top managers
• Those who would like to develop and enhance their strategic marketing skills

Course Details/Schedule

• What is Strategic Marketing (SM)?
• Objectives and key elements of SM
• Benefits of Strategic Marketing
• Importance, benefits and challenges of SM to your organisation
• Marketing positioning, market analysis and competitor evaluation

• Conducting consumer and market research
• Advantages and disadvantages of some research methodologies
• Identify, analyse, segment markets according to common factors
• Create powerful, targeted and appropriate messages
• Maximise the mix of communication methods
• Behavioural economics theories in marketing

 The Human Factor 

• Conscious Awareness Flowchart
• Behavioral Styles and Profiles

The Corporation

• Corporate World as a Microcosm
• Elements of Corporate Strategic Management

The Sector

• Sectoral Approach to Strategy
• Competition and Competitive Strategies

The Country

• Social Responsibility and Ethics
• National Interests and Priorities

The Region

• International Relations and Developments
• Foreign Expansion

The World

• Global Strategies through Alliances and Polarizations
• Conflict and Crisis Management with Constructive Negotiations

• 5P's (People, Product, Price, Place, Promotion) of Domestic Marketing
• Domestic Environment and SWOT (Strengths, Weaknesses, Opportunities, Threats) Analysis
• Local vs Foreign Competition
• Branding vs Non-branding 
• Strategic Domestic Marketing Mix and Management
• Crisis Management in Strategic Domestic Marketing

• 7P's (5P's + Politics + Procedures) of Foreign Marketing
• Foreign Environment and SWOT Analysis
• Local vs Foreign Competition 
• Branding vs Non-branding 
• Strategic Foreign Marketing Mix and Management 
• Crisis Management in Strategic Foreign Marketing

Training Service Desk and Incident Management

Course Description

The ITIL Specialist in Service Desk & Incident Management course provides candidates with an understanding of industry best practice in relation to the operation of the Service Desk function and the Incident Management process. In addition to the principles underpinning these service management disciplines the course provides practical experience of planning, implementing, operating, monitoring, reporting, and improving a Service Desk and the management of incidents.

The subject matter within this qualification is based on best practice, frameworks and standards including ITIL, COBIT and ISO/IEC 20000. This qualification forms part of the 'ITSM Specialist' series.

Course Objectives

• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM.
• Explain the goal and objectives of the Service Desk and Incident Management and the related activities, roles and functions.
• Develop and improve the customer and business focus of SDIM.
• Use and apply the Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT.
• Be aware of the support tools and techniques available.
• Produce SDIM reports for dissemination and interpret and use their contents.
• Understand the interdependencies between SDIM and other IT areas and processes.
• Assist with the planning and implementation of SDIM.

Who Should Attend?

• Project managers, business managers and business process owners
• Those who require a working knowledge of the industry best practice used in SDIM and how it can be used to improve the quality of ITSM within an organisation
• Those who are required to deliver or improve SDIM within an on-going Service Improvement Programme

Course Details/Schedule

• Explain the goal and objectives of Incident Management
• Explain the goal and objectives of the Service Desk
• Understand and explain processes, roles and functions, especially those related to SDIM
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM

• Develop and improve the customer and business focus of SDIMUse and apply the
• Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT
• Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment

• Implement and manage incidents through all stages of the incident lifecycle
• Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
• Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities

• Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
• Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management

• Produce SDIM reports for dissemination and interpret and use their contents
• Understand the interdependencies between SDIM and other IT areas and processes
• Assist with the planning and implementation of SDIM

Training Customer Satisfaction Measurement

Course Description

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. It is a leading indicator of consumer repurchase intentions and loyalty, a point of differentiation, reduces customer churn and increases customer lifetime value. This course will take you through all the aspects of Customer Satisfaction measurement.  From identifying samples to measuring results, you will be offered a comprehensive insight on how to effectively use this important marketing tool.

Course Objectives

• Learning the concept of customer satisfaction
• Survey tools and instruments
• Understanding sampling
• Globally used customer satisfaction measures

Who Should Attend?

• Directors and managers
• Brand managers
• Executives
• Advisors to directors and top managers
• Those who would like to develop and enhance their marketing skills

Course Details/Schedule

• Customer satisfaction defined 
• Dimensions of customer satisfaction 
• Satisfaction for physical products
• Satisfaction for services
• SERVQUAL and E-S QUAL scales

• Understanding sampling
• Sampling techniques
• Determining demographic quotas
• Online data collection forms
• Statistical precision

• Survey instruments
• Marketing scales
• Closed and open ended questions
• Likert Scale
• Question wording

• Affective measures
• Cognitive measures
• Overall satisfaction
• Attribute satisfaction
• Things gone wrong

• Loyalty measures
• Tendency to repurchase
• Recommendation to others
• Loyalty metrics
• Overall summary

Training Service Excellence

Course Description

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Course Objectives

•  Identify the key concepts in relation to providing customer service excellence
• Review, refine and develop further both the skills and processes required to ensure excellent customer service
• Establish the skills required to identify new or additional sales opportunities
• Practise these skills in a number of customer service situations

Who Should Attend?

• CEOs
• Managers 
• Professionals 
• Help-desk and End-user Support Professionals 
• Anyone who wants to provide an excellent service to his customers

Course Details/Schedule

• Review of customer service standards
• Excellent customer service
• Barriers to excellence – additional support required
• Your customers: Internal and external
• Developing the customer relationship
• Building rapport
• Demonstration empathy

• The Priority Matrix
• Focusing on priorities to achieve objectives
• Revising priorities
• Consideration of impact and benefit

• Mastering the telephone
• Essential communications skills
• Internet Customer Service Skills
• Active listening: Questions, statements and objections
• Additional customer care channels and Internet customer service skills
• Presenting bad news or saying ‘no’ in a positive manner

• Creating a professional image – environment / use of phone / email / messages
• Structuring expectations
• Identifying additional sales opportunities
• Time Management Strategies.Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
• Customer specific scenarios with feedback and coaching

• Stress Management Strategies
• Discussion: What is stress? What causes stress?
• Managing stress (or even eliminating stress)
• Action planning
• Evaluation
• Summary

Training Service Desk Senior Analyst (SDSA)

Course Description

This course is designed for Service Desk Senior Analyst which is the more advanced step after being a Service Desk Analyst. The course polishes up and improves participants' skills and experience as they get more involved in leadership and management activities and have a greater workload and responsibilities. It provides them with a wide range of tips they need for their career advancement in this field. 

Course Objectives

• Understanding the responsibilities and duties of a Service Desk Senior Analyst
• Enhancing communication skills
• Arm self with necessary IT knowledge
• Being able to identify customer's needs
• Presenting self well in meetings and presentations 

Who Should Attend?

• Service Desk Senior Analyst
• Managers
• Secretaries
• HR employees
• Anyone involved in the Customer Service field 

Course Details/Schedule

• Service Desk Senior Analyst's duties and responsibilities
• Service Desk Metrics
• Assessing market's needs
• Key performance indicators (KPI)
• Organizing a rotating shift schedule
• Arranging staff trainings
• IT service management 

• Tips for effective communication
• Verbal and non-verbal communication  
• Handling controversial calls
• The importance of Tone of Voice
• Writing e-mails
• Participation in meetings 

• Performing briefings and writing reports
• Identifying reports types
• Using appropriate structure
• Information synthesis
• Making and using statistics
• Sourcing and citation
• Checking and reviewing 

• Customer service skills
• Customers' types and expectations
• Customers' satisfaction
• Dealing with difficult customers
• Integrating with the customers
• Generating a customer's focused solution
• Problem solving techniques 

• Tips for effective presentation
• Preparing presentation
• Collecting presentation material
• Presentation methods
• Visual aids
• Presenting materials
• Dealing with Questions  

Training Service Desk Analyst (SDA)

Course Description

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilize.

Course Objectives

• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
• Practical knowledge of how to use these skills to deal effectively with a variety of situations
• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
• Understand the importance of teamwork in the support environment
• Gain a thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Who Should Attend?

• Managers
• Executives
• Supervisors
• Anyone who is or will be responsible for managing teams or individuals

Course Details/Schedule

Day 1

• Roles and Responsibilities
• The attributes, skills and knowledge of a successful Service Desk Analyst
• Relationship Management from the Service Desk perspective
• Key requirements for delivering customer satisfaction
• The principles of effective communication in customer support 

Day 2

• The differences between face to face, telephone and written communication
• Ways to communicate more effectively
• How our attitude and approach can influence and affect others
• Asking questions skilfully
• The importance of good listening skills
• To understand the importance of customer service skills in the it environment

Day 3

• The importance of effective cross-cultural communication
• Assertiveness and confidence 
• Methods of dealing with conflict
• The causes, symptoms and ways to manage stress
• The Service Desk Environment
• Importance and benefits of effective teamwork

Day 4

• Effective incident, problem, change, escalation and asset management processes
• Managing, Meeting and Maintaining Service Levels
• Value and benefits of Service Level Agreements
• Benefits of metrics and objectives within the support environment
• The importance of effective Customer Satisfaction survey

Day 5

• Problem solving process
• The benefits of using a creative problem solving approach
• Techniques for creative problem solving
• Practices of some problem solving techniques
• Tools and Technologies used in Customer Support