Customer

Mastering Lean Product Development

Network: 
Role Skillnet
Number of Places 5-10
Course Fee €395
Financial Support 30% Funding may be availalbe on a case by case basis
Further Enquiries Tel: 071 962 2504
Email: info@roleskillnet.com
Location of Course Galway
Available to Job Seekers: 
No
Certified: 
No

Train the Trainer

Network: 
Role Skillnet
Duration 3 Days
Number of Places 10
Course Fee €300.00
FETAC Code E30179: Train the Trainer
Enrolment and Start Dates Comment 15th May 2013
Financial Support 30% Funding may be availalbe on a case by case basis
Course Content Workshop Description:
The “Spectacular Partnerships” workshop is a process aimed at analysing current service abilities and activities, and setting new standards of best practice for Customer Care.

Delivery:
The workshop is delivered within the framework of a 4 part process focusing on the key practices of - Acknowledge: Analyse: Accommodate: Appreciate.

Workshop Objectives
• An opportunity for professionals to look at their delivery of customer care and prepare to meet constantly rising standards of client expectation.
• Learn how to make your service stand out as extra-ordinary.
• Get people talking positively about you and your business.
• How to become the provider of choice.
• Forming “Spectacular Partnerships” – the longterm view.

Workshop Outline
A1 – Acknowledge
• The importance of Attitude!!!!
• How am I doing in my business? Where are my strengths?
• Achieving real “Acknowledgement” – hooking your customer’s attention.
• Analysing current practice – enhancing for Best Practice – the “WOW” factor.
• Face to Face - First Impressions : Meeting & Greeting : Remembering names :
• By Telephone – Communicating positive attitude & professionalism.

A2 – Analyse
• Buying Motives – recognising customer needs.
• Asking the right questions – listening to the answers.
• Raising customer awareness of your complete product.
• The invitation – attracting customers to engage.

A3 – Accommodate.
• Knowing your customer’s expectation.
• Meeting & “Exceeding” expectation – the extra mile.
• Creating a “can do” environment.
• Managing “can’t do’s”.
• Skills for imparting information.
• Creating the complete experience – up-selling.
• Serving a diverse customer base.

A4 – Appreciate.
• Show it: Say it: Mean it.
• Encouraging customer feedback.
• Dealing professionally with a complaint (Great Model).
• Celebrating your customers.
• Maintaining & growing your clientèle.

Entry Requirements Participants are required to have achieved Leaving Certificate or an equivalent level of qualification.
Further Enquiries Tel: 071 962 2504
Email: info@roleskillnet.com
Methods of Assessment Skills Demonstration carries 50% of the marks
Candidates will be assessed in the following areas via a formal 15 minute presentation covering: presentation skills, use of visual aids & learning materials and addressing of objectives.

Assignment carries 50% of the marks
Candidates will be required to carry out an assignment and produce evidence of planning, researching, conducting and evaluating a training session. The assignment should identify theoretical understanding and practical application, on a range of specific learning outcomes and can take the form of a case study, action research or a reflective piece of work which will require the candidate to research and present information in relation to adult learning.

Location of Course Roscommon Learning Links, Elphin Street, Boyle
Available to Job Seekers: 
No
Certified: 
Yes

Sales through Service

Network: 
CCMA Ireland Skillnet
Duration 2 days
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Customer Retention, Up-sales & Service Improvement programmes

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Customer Retention Programme provides telephony workers with new tools and practices to improve their customer interactions. The programme promises its executive sponsor both a persistent change in telephony behaviour and a financial outcome change such as increased customer lifetimes, improved customer retentions or improved upsales.

This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Who is this Course For?
Contact Centres are unique business units that help organisations meet the challenges brought by constantly changing markets, business environments and technology. In recent years the Contact Centre business has experienced significant growth in Ireland and attractive career opportunities are available.

Specialist knowledge and skills will be needed by those who aspire to leadership roles in this business.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes The objective of the programme is to change the way that a telephony based operation organises its operational practice so that telephony based workers can improve their customer interactions by:
1. Making stronger and more reliable promises to customers about what they will deliver,
2. Putting in place group learning systems that promote rapid knowledge sharing
3. Enabling senior management to have more direct control on the behaviour change going on in their contact centre
4. Connect the team managers personal objectives to business outcomes.
Methods of Assessment This programme will improve the operation of the overall business. At the end of the programme an assessment of CSR capabilities will be carried out with regard to two key areas:
1. Understanding of the promise framework and using the promise structure as the basis for all their telephony interactions
2. Ability to participate in the Learning Team shared learning environment
The programme will promise at a team level:
1. A significant positive change in call behaviour against predefined criteria
2. A significant positive change in one of: Customer Avg Lifetimes, Customer Retention, Upsales in a service environment.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Course Web Page: 
http://ccma.ie/page.php?s=training&id=257
Available to Job Seekers: 
No
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
CCMA Ireland Skillnet
Duration One day workshop
Course Content Programme Overview
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Who is this Course For?
A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Course Web Page: 
http://ccma.ie/page.php?s=training&id=258
Available to Job Seekers: 
Yes
Certified: 
No

Effective Outbound Telephone Sales Techniques

Network: 
CCMA Ireland Skillnet
Duration A practical and interactive one to two day workshop
Course Content Programme Overview
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of making outbound calls and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales.

The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills and techniques in to confidently make outbound calls to increase sales whilst building valuable customer relations.

Who is this Course For?
A practical and interactive one to two day workshop, the course is designed for all sales staff who make outbound telesales calls to new customers or follow up calls to incoming enquiries, sales and customers.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communications skills to increase sales and customer relations
• Overcome reluctance, handle rejection and create opportunities through outbound calls
• Become more assertive in their daily exchanges by phone
• Improve their efficiency on the telephone through better preparation and planning
• Present a professional image, create the right impression and build trust with the customer
• Really listen to customers and pre-empt customers’ needs through skillful questioning
• Talk to customers in their own language and know how & when to control the call
• Guide the customer through each stage of the sales presentation
• Develop attention grabbing introductions so customers will want to talk to you
• Be able to ask the right questions in order to qualify sales and get customer feedback
• Build a case, handle objections and qualify the price
• Learn the importance of tone of voice to create empathy and influence customers
• Write slick sales scripts to win sales and happier customers
• Show discretion and tactfulness, when helping customers make the right decision
• Learn to recognise buying signals, know when to ask for the order and close the sale
• Apply adaptable skills to generate additional sales in a confident and competent manner
Course Web Page: 
http://ccma.ie/page.php?s=training&id=259
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service

Network: 
CCMA Ireland Skillnet
FETAC Code D20151: Customer Service
Course Content Programme Overview
This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Identify and anticipate customer needs and wants
• Positively influencing Customer Perceptions
• Deal with a range of challenging situations
• Implement a quality Customer Care Policy
• Deliver Effective Customer Service under challenging circumstances
• Identify provisions that may be needed to satisfy different customers needs
• Evaluate the impact of Customer Service
Methods of Assessment Assessment and Evaluation:
Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=242
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Care - Technical & Customer Service, e-Learning

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Aim of this course is to give CSR’s the skills and attitudes to create higher levels of customer satisfaction and loyalty. It is delivered through distance learning / self-directed in 30 minutes modules per week. It focuses on up-skilling contact centre staff in the areas of technical support and customer care.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Targeting Customers
• Principles of Customer Services
• Customer Contact Skills
• Setting and Monitoring Customer Services Standards
• Consumer Protection Legislation
• Specialist Option
• Developing a Customer Service Programme for Staff
Methods of Assessment We will test, at the end of each module, with an exam and Level 1 and Level 2 on system survey and at the end of a program up to level 3.
Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=246
Available to Job Seekers: 
Yes
Certified: 
Yes

Advanced Merchandising Training Course

Network: 
ICOS Skillnet
Duration 2-Days(09.00 - 17.00)
Number of Places 10 Places are limited and allocated on first-come first served basis.
Course Fee Advised on application
Subjects Taught Introduction to Merchandising:
Definition of merchandising
How good merchandising works
The effectiveness & benefits and demands of good merchandising

Customers Elements :
Customer behavioural patterns while shopping
Traffic flow
Blocking, grouping and facings
How best to present products

Theory of Merchandising:
How our senses respond
5 R’s of Retailing
Merchandising in action
Space Planning
Sightline & Focal Points
Traffic Flow
Vertical Merchandising
Feature Displays
Importance of Pricing
Setting Standards
Merchandising - essential for business performance

The Customer:
Who is your customer?
Consumer demands & needs
Understanding Trends

Range/Identification of Product Categories :
Demand, Impulse, Seasonal, Specialist & Exclusive, Impulse and convenience lines

Window and special display areas:
Feature displays

House keeping:
Responsibility for setting and maintenance of standards
Cleaning/maintenance routines & waste management
Areas needing most care
Minimising/dealing with damaged & obsolete stock

Strategic Planning for Merchandising:

Introduction to Category Management:
Prepare
Identify Priorities
Plan Strategy
Implementation
Maintenance
Monitoring to Improve & Enhance

Practical task:
This is set out approximately one week before the course delivery and is agreed between the site manager and the trainer.

Feedback
Course wrap up and feedback
Administration

Enrolment and Start Dates Comment Course is due to run in February 2013 - enrolment anytime before then.
Financial Support Free places are available for those who are unemployed (Please enquire about eligibility criteria).
Course Content On completion of this training participants will be more aware not only of the need for and benefits of effective merchandising and display, but also have an understanding of the knowledge and skills to become merchandising team leaders.
Further Enquiries ICOS Skillnet
Tel: 01 613 1348
E-mail: icosskillnet@icos.ie
Eligibility This course is designed for staff that will be in a position to assist and / or lead in the development of better merchandising practices in stores.

After attending this course, trainees will be able to work with their store management teams to improve day-to-day standards of product presentation, along with being able to plan and lead significant changes to merchandising. For example: seasonal changes, store layout changes, etc.
Download Application Form http://www.icos.ie/skillnet/book-a-course/
Learning Outcomes After attending this course, trainees will be able to work with their store management teams to improve day-to-day standards of product presentation, along with being able to plan and lead significant changes to merchandising. For example: seasonal changes, store layout changes, etc.
Trainer Keith Harford Retail & Business Advisors
Location of Course Sligo Town
Course Web Page: 
http://www.icos.ie/wp-content/uploads/2012/07/Advanced-MerchandisingTechniquesPDF.pdf
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service

Network: 
Outsourcing Skillnet
Duration 3 Days
Course Fee €595.00
Subjects Taught The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.
FETAC Code 5N0972: Customer Service
Course Content This course is available in e-learning and classroom.

This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes On completion of the programme, participants will be able to:

o Identify and anticipate customer needs and wants
o Positively influencing Customer Perceptions
o Deal with a range of challenging situations
o Implement a quality Customer Care Policy
o Deliver Effective Customer Service under challenging circumstances
o Identify provisions that may be needed to satisfy different customers needs
o Evaluate the impact of Customer Service

Methods of Assessment Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes
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