Bezaleel Consulting Group 33, Little Road, off Montgomery Road, Yaba, Lagos. [email protected]08029990913, 08033036605, 08022222459, 08023045330, 018105192 Q2, 2010 Open Enrolment April, May & June Customer Relationships Management (CRM) - Date: April 27-29, 2010 “Healing theWound” …professional therapy for boosting staff morale and productivity, in a downsized / reorganised environment. Date: April 14-15, 2010 Fleet Xtra Our fully enhanced training on DRIVING & MOTORING EXCELLENCE Incorporating Security Awareness & Information Handling Date: April 20-21, 2010 The Service Excellence & People Handling Skills Course Date: May 5-6, 2010 The Self & Stress Management Course Date: May 9-10, 2010 ...for effectiveness and true success Customer Care & People Skills for HR Practitioners Date: April 12-13, 2010 Enhancing the Extra-Supervisory Perception (ESP) Date: April 7-8, 2010
Transcript
Bezaleel Consulting Group 33, Little Road, off Montgomery Road,
Customer Relationships Management (CRM) - Date: April 27-29, 2010
“Healing theWound”
…professional therapy for boosting staff morale and productivity, in a downsized / reorganised
environment.
Date: April 14-15, 2010
F l e e t X t r a
Our fully enhanced training on DRIVING & MOTORING EXCELLENCE
Incorporating Security Awareness & Information Handling
Date: April 20-21, 2010
The Service Excellence & People Handling Skills Course
Date: May 5-6, 2010
The Self & Stress Management Course
Date: May 9-10, 2010
...for effectiveness and true success
Customer Care & People Skills for HR Practitioners
Date: April 12-13, 2010
Enhancing the Extra-Supervisory Perception (ESP)
Date: April 7-8, 2010
Relationships Management & Marketing Skills
FRONT OFFICE EXCELLENCE COURSE
Effective Handling of the Moments of Truth
Date: June 3-4, 2010
The Employee Engagement Seminar
A strategy for growth and attaining an Employer of choice status
Date: May 18-19, 2010
Essential Management Development & Performance Enhancement Skills
for SECRETARIES & PAs
PROCUREMENT, SUPPLY AND WAREHOUSE MANAGEMENT
Date: May 12-13, 2010
Date: May 26-27, 2010 Date: May 20-21, 2010
CREATIVITY, DECISION MAKING & COMPETITIVE
STRATEGIC THINKING
Date: June 22-24, 2010
PERSUASIVE PRESENTATION & BUSINESS COMMUNICATION SKILLS
(Incorporating authentic speaking)
Date: June 15-16, 2010
Results Through Teamworking
Date: June 17-18, 2010
Venue
Ostra Hotels and Halls, behind MKO Abiola Gardens, beside NNPC Gas Plant, Alausa Ikeja Central Business District.
Classes start 09:00am each day
Date: June 29-30, 2010
Introduction This workshop is specially packaged for those who are ultimately responsible for getting the job done. It has been redesigned, repackaged, fleshed up and tailored to meet identified training needs for this category of employees. We are propelled by our knowledge of these needs which we then use to harness all resources towards the attainment of our clients’ priorities, visions and direction. Benefits
Acquiring the ‘ESP’ is so crucial in times like these. It enables the strength of character to handle challenges creatively.
Sessions are so practical as hands-on result-oriented supervisory strategies are demonstrated all through.
Change is a recurring thread that runs through the ESP, emphasising its inevitability and prepares participants as agents of change; warning against resistance.
Participants learn to create time and interest for performance coaching, and not just delegation, controlling, or empowerment. Applying one’s learning for self-esteem, and organisational growth is emphasised.
Enhancing the Extra-Supervisory Perception (ESP)
Customer Care &
People Skills for HR Practitioners
April 7 - 8, 2010
April 12 - 13, 2010
Sessions include The mastery of putting ‘First Things First’ The art of being a learning individual, and
creating a learning organisation Performance Coaching/Beyond Empowerment
Rudiments of people management Effective Communication Managing self/thought process (not Time) Performance management/appraisal New functions of Management Team leading & excellent people skills Inter/multi-cultural employee relations Cases, exercises, hands-on coaching, etc.
Who May Attend Junior and middle level Managers (line and functional), Officers, Coaches, Supervisors, Management Trainees, Team leads, all those being groomed for these positions, and those that need to increase their practical supervisory skills for continuous improvement and excellent results.
2 days. =N=60,000.00
Venues for our open enrolment programmes would be announced about a month to the dates.
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“Healing theWound”
…professional therapy for boosting staff morale and productivity, in a downsized / reorganised
environment. This seminar is packaged with a view to cushioning the devastating effect of downsizing or rightsizing which are inevitable consequences of the new economic and social order code named global competitiveness and relevance, to which there is no alternative.
Reorganisation and downsizing are in order, for the long-term health of the company, etc. However, the problem, most often, is the neglect of those left behind after the downsizing or rightsizing exercise, i.e. the surviving members of staff. Most organisations fail to reach the goals their downsizing and rightsizing efforts were designed to help them meet, not because they are loadshedding wrongly, but mostly because they failed to take care of the survivors! Hence the hope of getting better results with leaner workface turns a mirage. This package is about taking care of your remaining staff after a reorganisation or downsizing exercise, to enhance efficiency and profitability with a leaner, stronger and fitter company poised for intense competition in the emergent economic dispensation. Learning Points The examination of various intervention strategies Training the Trainers First The Task of the Leader Survivor Sickness: Symptoms & Cures Elements of the New Workplace True Quality Restoration of energy, productivity and risk taking Strategies for shedding the non-value adding work, etc. Who May Attend Your entire workforce (including top executives) is covered by this package in different categories or classes, starting with the Executives/Group Leaders before taking on the rank and file.
April 14 - 15, 2010
A product/service without competition? Very few or none at all. There are various companies providing a similar offering in a similar way at a similar price as your company. Little wonder then that from the customer’s viewpoint, it is the skills and attitudes of your staff that make the difference in terms of your deliverables. For most profitable companies, everything (Strategy, Staff and System) works for the customer. Customer care is neither a procedure nor a smile campaign; it is a learning process, always a journey. Benefits A total quality attitude. Willingness to accept change: “The old way won’t sustain us.” A rea- diness to ‘champion the cause’. Ability to overcome barriers to top-notch customer service. The ability to assess their company’s performance when rated in terms of the customer care factors. Their knowledge of what else the customer buys apart from the basic product or service. The readiness to make amend even when a service error has been committed. A deep commitment to making quality customer care a way of life through continuous improvement, etc.
Learning points CRM: The difference is You A paradigm shift The Internal Customer process/Team-working The customer’s point of view Managing the moments of truth Recovery from Service Errors Customer satisfaction is MY responsibility What do my customers think of me? Hindrances to CRM Closing the Customer Feedback Loop Exercises, cases, etc. Who May Attend Employees who interact with customers inside and outside the organisation. Better still, all employees may attend as customer care is the responsibility of every staff.
Information Handling It involves saving lives (your cargo), time,
resources and money; and the life saved may be yours combining Courses 1, 2, 3, & 4 in
two days! Introduction Driving / Motoring / Riding, either as a profession or hobby or a necessity has been around for a while, dating back to the invention of vehicles. There is the need for all involved in driving to undergo training and retraining in safe and defensive motoring and riding. Benefits To enlighten those involved in this function of their role in organisational performance and profitability. To inculcate in participants, the mastery of defensive motoring, driving and riding techniques. To refresh them of, and to teach afresh the highway codes, statutory safety procedures and vehicular checks. To teach the virtue of neatness, cleanliness and safe habits/ethics at work To develop a psychological insight to handle insanity, the maddening crowd, and road rage. To impress on participants, the discipline of do-it-yourself (DIY) when it comes to minor repairs, etc. To awaken participants to their security, and information handling responsibilities.
F l e e t X t r a
Learning points Module I: Courses 1 &2
Defensive Driving What’s In It For Me? Making choices you can live with What you do is what you get! The conditions that drive us What are you willing to do? You are the Company. Module II: FRSC’s Input: Overview of the FRSC Acts No. 45 (1988), No. 35 (1992) & others.
First Aid & Safety Procedures Health Issues/Screening. The revised Highway code/vehicle Licensing Procedures Causes of, and reduction tips on accidents. Module III: Courses 3 & 4
But I am a good driver Drivers Administration & Management There is more to driving than the rules Now what do I do I can’t control the weather Child Safety restraints “As you go” (video session) Test/Quiz, etc Who May Attend Drivers/motorists, dispatch riders, their supervisors, officers-in-charge, and all those who drive, including your Managers; men and women
DO NOT USE YOUR PHONE WHILE DRIVING. YOU’LL SURVIVE A MISSED
CALL; YOU MAY NOT SURVIVE A COLLISION!
Venue Ostra Hotels and Halls, behind MKO Abiola Gardens, beside NNPC Gas Plant, Alausa Ikeja Central Business District. Course fee =N=60,000.00 per participant covering resource materials, lunch, tea/coffee, facilitators’ hours in practical coaching, journals, souvenir, takeaway, etc
April 20 - 21, 2010
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Introduction A product or service without competition? None or may be very few. Little wonder then that from the customer’s viewpoint, it is the skills and attitudes of your people that make the difference! The people you serve have choices. People handling is people interacting with people resulting in mutual benefits. Strangely, excellent people handling is one of those skills you will only notice when someone lacks it. People are your customers, colleagues, family members, community, strangers, etc. This training promises huge dividends.
Benefits - participants would come away with: A total quality attitude Willingness to accept change: “The old way won’t
sustain us” Identifying which feelings get in the way of
connecting with people Knowing that excellent people handling skills are
learn-able and apply-able Ability to overcome barriers to top-notch customer
service The Ability to assess their performance when rated in
terms of certain customer care factors Knowing that potential is a terrible thing to waste Taking control of situations rather than being a victim
of circumstances Knowing that good things still happen to those who
excel in people handling
Learning points: Service excellence – A synopsis The customer’s point of view Managing the Moment of Truth Recovery from Service Errors “Customer satisfaction is my responsibility” Hindrances to excellence in service Linking QoS to excellent people handling skills Laws of people skills Dealing with difficult people Teaming & Leveraging Attitude & Values The CRC feedback model Mastering Conflict and Criticism Effective Communication Skills Personality types Getting Out of Your Own Way Cases, games & exercises.
Who may attend People dealing with people in and outside your company. Better still; all employees may attend because ensuring quality customer experience and handling people issues are the responsibilities of every contributor, line manager, team lead, supervisor, etc.
The Service Excellence & People Handling Skills Course
Two for the price of one 2 intensive days.
=N=60,000.00
t Introduction
several plants, offices and At different locations, clients’ offices, and counselling sessions, we are confronted with telltale signs of stress and burnout: exhaustion, cynicism, ineffectiveness, staff disengagement, etc. The truth is that the work environment plays a major role in these problems through less emphasis on the promotion of human values, work-life balance and employee engagement. This course deviates from the traditional time management course contents and focuses on the individual’s human endowments and ability to first manage self, stress, before being successful at managing other resources – the nine Ms.
Benefits This module deemphasises linear/sequential timing, and
encourages an alternative in quality time i.e. value derivable from time spent It assists participants in coming to grip with the fact that speed and quantity do not necessarily solve fundamental management challenges It focuses attention on the importance rather than the urgent It teaches self mastery all through, because the greatest victory is over self It is a detailed exposition of the four most hard things to know – this knowledge assists true effectiveness.
Learning points
Habit of putting First Things First Managing self (not time) Mind and Thought Process Management The role of Effective Communication Causes, problems and remedies of stress Burnout: Myth or Reality, and what to do about it Heart Medics and Manual Common ailments associated with stress, prevention & management Reenergising the Corporation and the Individual The place of humour and relaxation Participants’ screening Exercises, games, etc
Who May Attend Executives, Senior Managers, Line Managers, Group/Team Leaders, Supervisors, Managers, Coaches, Officers and those having the responsibility for ultimately getting the job done on time, and desiring to make more effective use of their time, and thus having control over its use.
2 days. IN-HOUSE OPTION RECOMMENDED
The Self & Stress Management Course
...for effectiveness and true success
May 5 - 6, 2010
May 9 - 10, 2010
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(Incorporating CATEGORY MANAGEMENT) Introduction The procurement process starts with a need for either goods or services, defined as products by ISO standards but referred to as commodities in world-class procurement terms. It has been confirmed that only a few businesses, outside the service sector have the cost of their externally purchased goods and services at below 50% of their turnover. The percentage is therefore higher in many organisations. This huge figure most of the time could be as a result of haphazard store keeping, lack of adequate records, reliance on outdated techniques, lack of proper warehousing education, outright nonchalant attitude, etc. Objectives
To enlighten participants of the possibility that though this function is a cost centre, if properly managed, it is a veritable source of company profitability through sound procurement education and improved purchasing techniques.
Positioning procurement as a key enabler of corporate objectives
To expose participants to power negotiating as an art of progressive negotiation that impact on costs reduction and control.
To assist participants in acquiring additional skills such as category management, inventory planning, commodities management, warehousing techniques, etc.
To inculcate in participants, the method of comprehensive and continuous analysis in determining stores requirement through a sound economic order quantity technique.
Participants will come to terms with how to develop and maintain a vibrant, mutually beneficial business relationship with suppliers. Learning Points
Procurement as a key enabler of corporate objectives Strategic sourcing and category management process World-class procurement standard Principles and
concepts of warehousing management & stock control Power negotiation Integrated supply chain management
and purchasing system design Contract and Strategic Cost Management Effective Cost control and elimination of waste Materials and Logistics Management Security: Basic Steps and emerging concepts. Information Technology and Logistics Discussions, exercises, etc Who May Attend Those performing your procurement function, facility & contract managers, HR managers. Select staff from the Finance, Technical and Admin. Departments will also benefit.
2 DAYS =N=60,000.00
Employee Engagement A strategy for growth and attaining
an Employer of choice status
“A leadership style that switches on engagement can make employees radiate productivity, loyalty and
commitment.” – David Macleod
Introduction Employer of choice in terms of profitability, return on investment (ROI), right people in key seats, cultural alignment, respect for people, making the customer the centre of everything, best practices, etc This programme is designed for your line managers and team leads to seize the power of daring and people- centrism to move your organization ahead of its peers and be the head of the class. In two days, we would answer the question: How can organisations significantly increase the motivation and organisational commitment of employees that will lead to improved results and achievement of corporate objectives? Benefits At the end of this workshop, participants would be equipped to: Motivate the workforce to commit their heads
and hearts. Fully understand the concept of employee
engagement and be ready to champion the cause. Acquire the ‘new mindset’ and be ready to walk
the talk Appreciate the fact that an average employee
spends most of his/her adult life at work, hence the need to make him/her feel at home and enjoy work
Come to grip with the difference between engagement and alignment and tap into the strength of the two combined
Learning points Employee engagement: Going the extra mile; Foundations of Engagement; Pillars of Engagement; Talent Management strategies; Linking employee engagement to performance, productivity, retention and profitability (PPRP); Strategy, Alignment and engagement; Culture, Customer and Brand; Team exercises, games, etc. You do have a choice: “From the most admired, to gone forever, or just acquired!” Which category do you want your Organisation to belong? The level of your employee engagement has a lot to do with it. Call us today! – 0802-222-2459.
2 DAYS =N=60,000.00
May 12 - 13, 2010
May 18 - 19, 2010
PROCUREMENT, SUPPLY AND WAREHOUSE MANAGEMENT
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Introduction This programme is packaged with a view to motivating your workforce to give all while in service, and look positively and hopefully into the future outside the workplace. It is meant to “deworm” them of any stereotype negative beliefs concerning retirement while genuinely addressing post-retirement anxieties. Also included in this package are short practical sessions on various post-retirement businesses, ventures, and artisanship. Benefits
A renewed confidence from the workforce that the organisation cares.
A formal counselling process for prospective retirees would have been instituted
A process of systematic multi-skilling and follow-up, preparatory to post-retirement gainful engagement would be initiated
Institution, or in-depth appraisal of retirement policy.
Self esteem and a sense of fulfilment - the workforce is enlightened, and now look forward to exit with high hopes and raised heads
Job satisfaction – S/He now enjoys work and puts in his/her best for this Company that cares “even when I am no longer in its service”
Sincerity, integrity - No more age cheats for there is no cause for it
Sessions Why retirement?/Adjusting to Retirement life Corporate Retirement Plan/Pension Schemes Health in Retirement/Screening The Newly Gained Time Do-It-Yourself (DIY)/Practicals Wills and Conveyances/ Business Incorporation YOU and the new Pension Scheme Taxation & Investments The Spirit of Entrepreneurship Visionary habits of successful entrepreneurs, and other take-aways. Who May Attend All employees who have 3-15 years more in the work place prior to retirement. In fact, the entire workforce would derive maximum benefits from this programme. In the changing workplace, it is part of the on-boarding/orientation for new employees.
2 days. =N=60,000.00
Introduction A major motivation for this course is the need for Personal Assistants and Secretaries to take time off their busy schedules to sharpen the saw. This becomes imperative considering the increasing rate of job enlargement and heightening role expectations from their bosses.
This course also takes into cognisance the fact that nowadays, a Secretary’s job is an ‘endangered specie’ because every Manager/leader is primed to be his/her own all-in-all; Secretary, PA, janitor, tea girl/boy, etc through ICT and effective office management. The Secretary therefore should begin to do the boss’s job through multi-skilling, grooming, job enlargement, continuous improvement, etc. This programme shows them how. Benefits A fresh perspective on the role of attitude in excelling at work and in life A reenergising of participants to manage all stakeholders well Developing the ability to apply learning at and outside work Acknowledgement of their potential to develop, grow and pursue continuous improvement and different course of action The discernment of what matters most to them. Ability to manage and chart a career path Harnessing the full advantage of the .com dispensation Appreciating the essence of effective communication in business and in life Learning Points ‘First Things First’ Attitude & Perception is Everything What do Bosses Really Want? Excellent Communication skills Business Writing & Meeting skills Managing the Customer Handling the moment of truth Personal Development, Grooming & Self Management Career path modelling Cases, games, exercises, etc For Who? Personal Assistants, Executive PAs, Secretaries, and all those being groomed for or acting these roles.
2days. =N=60,000.00
May 20 - 21, 2010
May 26 - 27, 2010
Essential Management Development & Performance Enhancement Skills
for SECRETARIES & PAs
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“At the point of contact, the employee is the company to the customer/ client.” Introduction A moment of truth is a customer’s or prospect’s contact with your organisation. This contact could be in person, on phone, in writing, etc. Your front office employees are the standard bearers of the company, they ‘front’ for you notwithstanding their station/location - hotel lobbies, guest rooms, banking halls, corporate receptions, clients’ premises, gate houses, executives’ suites, etc. Benefits
Participants would have been refreshed on the essentials, and supreme importance of the first contact
They would be able to identify and specify the moments of truth, and how they should be well handled
They would be able to appreciate the sensitivity of their jobs, and Management’s high expectations of them
Participants would have once and for all come to term with the reality that the customer is king
They should come to grip with the truth in Grandma’s counseling: “Good manners still count” Learning points
Moment of Truth - An overview & cases Effective Communication Skills Managing Customer Service Work Etiquette & Safe Habits Essential people skills Relationships Marketing Excellent telephone contact management Personal Attitudes & Grooming Management’s Expectations, cases, etc.
Who May Attend Receptionists, Customer Relations Officers/Tellers/Cashiers, PABX/Telecoms personnel, Marketing/Sales people, Security Officers, and all those involved in the art of inducing customer loyalty, and making raving fans of their customers. Venue Ostra Hotels and Halls, behind MKO Abiola Gardens, beside NNPC Gas Plant, Alausa Ikeja Central Business District. Course fee =N=60,000.00 per participant covering resource materials, lunch, tea/coffee, facilitators’ hours in practical coaching, journals, souvenir, takeaway, etc
FRONT OFFICE EXCELLENCE
COURSE Effective Handling of the
Moment of Truth
June 3 - 4, 2010
“You can have brilliant ideas,
but if you can’t get them across, your ideas may count for nothing.”
The Essence In today’s global business and highly competitive environment, nearly all professionals find that presentation is part of the job. Supervisors, managers and executives make various business presentation week in, week out. Furthermore, business communication is a daily activity through various communication channels like proposals, memos, electronic mail, etc. This double-edged competency has become a requisite skill in managing talents and executive succession in of world-class organizations. Communicating powerfully, prolifically and authentically is now an essential KPI for leaders, managers, and those being groomed for these positions.
Benefits At the end of this highly interactive and practical 2-day programme, participants would have been well equipped: To master essential strategies for confidence in
presentation and public speaking To identify key building blocks of effective &
authentic presentation and make immediate productive use of same
To communicate ideas and gain support for them To move up a notch in the style and delivery of
their business communication assignments To properly manage writing in such a way that
would avoid situations in which business presentations becomes evidence of corporate culpability
To gain buy-in on crucial business building issues
Sessions Pre-course recording session/preview Building blocks of Effective Presentation Becoming an Authentic Speaker - Creating a true
emotional connection with your audience Professionalism and etiquette Confidence boosting nuggets Business Communication Essentials Material/resources for Effective Presentation Ethics & Authenticity in communication Group Presentation Reviews
For whom All employees who need to make winning presentations now and in future, managers, team leads, sales & marketing people, Secretaries to committees, Trainers, HR people, Personal & Executive Assistants, Public Relations & brands people, coaches, etc.
2 days. =N=60,000.00
“What you are shouts so loudly in my ears, I can’t hear what you say”
PERSUASIVE PRESENTATION & BUSINESS COMMUNICATION SKILLS
(Incorporating authentic speaking)
June 15 -16, 2010
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The future belongs to the
change-loving, teamworking organisation.
Introduction A 2-day workshop designed to equip your people with an effective strategy to achieve more. Teamworking is a sure way to manage for success in a time like this. It is a time-tested way to improve quality and service, lower cost, improve market share, increase revenue; leaving you with satisfied customers and motivated employees. Benefits
Creating a high performance organisation while exhibiting excellent team working traits
Increasing awareness that the lone ranger achieves little Quality improvement and cost reduction Teamworking facilitates a broad-based change which is
inevitable for your organisation to be competitive Strengthening the basic structures for teamworking Setting clear B.H.A.Goals propelled by vision through
employee engagement Participants commit to overcome resistance, through
moral values of integrity, trust, etc. An understanding that change happens and that the old
way won’t sustain us Learning points
Team building, Team-working and team leading Teams versus mobs Communication ethics Roles and
responsibilities Cross-functional teaming Understanding and acquiring commitment for change “Frogs in the kettle”: Dealing with comfort and customs Team-working values and behaviours Recovery from
system failure Cases, games, role playing & project sessions. Who May Attend Team members, leads and coordinators, managers, supervisors, coaches, trainers, customer service people, opinion leaders, Union officials, your entire talent pipeline, and all those capable of paradigm shift and able to impact the workforce with knowledge acquired from this workshop.
IN-HOUSE OPTION RECOMMENDED
Open enrolment: 2 days. =N=60,000.00
Introduction To succeed, your employees must be prepared to cultivate the twin habits of working creatively and thinking strategically. By developing these habits, they learn to identify, exploit, as well as create opportunities. Furthermore, no matter how severe the situation is, there is always a range of alternatives available. Creativity goes beyond opportunity. To be creative, an idea must be appropriate, useful and actionable. It should influence the way business is done, and the way individuals and businesses succeed. Objectives
To reinforce the understanding and the use of the ‘twin software’
To cause a rebirth of the qualities of intrinsic motivation in participants
To emplace the spirit of daring and caring To enhance the quality of the decision making process To create an awareness of the strategic options To heighten the excitement of using this ‘software’ in a
wide range of applications. Sessions
Creativity and innovation Thinking as a competitive advantage Strategy as an Art Decision Tracking Motivation: Human side of
decisions Models & Tools for decisioning Talent management for your best thinkers Strategic visioning What is your excuse? Problem solving, project sessions, puzzles and games
Who May Attend Your managers-in-training, team leads, functional and line managers, decision makers, and those ultimately responsible for ensuring that their thinking and decisions are competitively focused and strategically sound.
Venue Ostra Hotels and Halls, behind MKO Abiola Gardens, beside NNPC Gas Plant, Alausa Ikeja Central Business District. Course fee =N=100,000.00 per participant covering resource materials, lunch, tea/coffee, facilitators’ hours in practical coaching, journals, souvenir, takeaway, etc
June 17 - 18, 2010
June 22 - 24, 2010
Results Through Teamworking
CREATIVITY, DECISION MAKING & COMPETITIVE
STRATEGIC THINKING “Success must be summoned; it will not come
unbidden and unplanned!”
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Bezaleel...We Grow People!
To apply the principle of zero defect; zero
defection: quality product; loyal clientele. To bring creativity and innovation into
managing relationships intra/extra organisation.
To hereafter separate rhetoric from ACTION. Learning points
Partnering Relationships Beyond maxi-marketing What do people really buy? Growing the business Persuasive strategies Making Your Offering Attractive What Hinders Good Service? Assertiveness Skills Effective communication After-sales customer care Relationship marketing Cases, exercises, etc.
Who May Attend Those involved in marketing, sales, relationships, field engineers, client/customer service people, Accounts managers, front office managers and officers, etc.
2 days. =N=60,000.00
Introduction “Products are too complicated, repeated negotiations too much of a hassle and too costly. Under these conditions, success in marketing (and in any field for that matter) is transformed into the inescapability of a relationship. Interface becomes interdependence.” - Theodore Levitt Somebody once screamed: “Relationship Marketing is dying”. She was frustrated by the obvious concentration of service providers on the deal rather than the dealer.
“A good portion of our success was due to all of the deals we didn’t do.”
-Louis V. Gerstner Jnr.
This course is designed to counter-scream: “Relationships Marketing is alive, kicking, adding value and growing the businesses of those who are bold and faithful enough to indulge in it!” The bedrock is partnering relationships. It is helping your customers’ businesses to succeed, keeping him loyal and turning him into a raving fan customer and an advocate of your products and services. Benefits
To enable a paradigm shift from ‘selling’ people to building relationships.
To identify the building blocks of an enduring relationship and their application in day-to-day life.
To know that value adding and leading-edge marketing and service delivery skills are learnable.
