Courses

199,500.00$

CUSTOMER EXPERIENCE MANAGEMENT

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This course is based on the increasing awareness today that the differentiating factor in customer acquisition, retention, growth and profitability is customer experience-that is being able to win customers hearts as well as their minds. Customer experience management aims at equipping delegates with the tools to strategically manage customer interactions at every touch point in their organization, to leave a memorable impression on the customers. Using tools like the voice of the customer and customer value analysis, participants will be able to understand their customers better and offer them services that best meet their needs and optimize the end-to-end total experience.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

169,500.00$

HANDLING CUSTOMER COMPLAINTS

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Receiving customer complaints is inevitable in any business but handling those complaints requires knowledge and specific skills to achieve mutually satisfying result. Being able to listen, respond to and handle customer complaints in a positive manner is an important step in acquiring and retaining your customers.

This course will challenge participants’ belief in managing customer expectations of them and their organisation. Participants will leave the course with a personal action plan identifying the key changes to make, and the skills to practice.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

169,500.00$

FRONT OFFICE CUSTOMER RELATIONS SKILLS

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Your front office personnel shape the perception of the public about your organisation. This course aims to provide front office staff with the right attitudes, skills and knowledge to make every customer contact positive and memorable. Delegates will have the opportunity to improve their skills through role play case studies and practical exercise to enable them return confidence to the workplace ready to satisfy their customers

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

199,500.00$

QUALITY IMPROVEMENT PROCESS & MANAGEMENT

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Quality management remains the most effective approach to achieving corporate excellence. For organisations that are built to last, the principle of continuous improvement in work processes is seen in their operations and also in staff attitudes.

This programme comprehensively deals with quality, its concepts, delivery and improvement processes as well as management responsibilities.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

169,500.00$

EFFECTIVE CUSTOMER SERVICE

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In today’s sophisticated market, the quality of product is not on its own sufficient to maintain or expand market share. Improving customer relations is one enduring way of keeping your customers. Customers are individuals; they need to feel that you care. Every form of customer contact, if well managed, provides an opportunity to build a relationship and develop future business. This course will help you develop the skills to enable you become customer focused and deliver excellent service to your customers.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

169,500.00$

PRODUCTIVITY IMPROVEMENT SKILLS

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Using practical exercises, personality tests, role plays and case studies, participants on this course will gain useful insight on how to identify and use the attitudes and behaviours that have positive impact on enhanced productivity.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

199,500.00$

INVENTORY MANAGEMENT & STOCK CONTROL COURSE

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The effective management of warehouse operations and inventory control are critical to the supply chain of organisations. The ability to maintain a smooth, constant and efficient flow of products and services to customers provides a significant challenge in terms of processes, organisation and cost. This course provides the essential tools and knowledge to run efficient, robust and adaptable operations in warehouse and inventory functions.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

199,500.00$

LOGISTICS & SUPPLY CHAIN MANAGEMENT COURSE

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Supply Chain encompasses all activities from purchasing materials to delivery of your final products or services to the consumer. These key operations include customer service, transportation, warehousing, inventory management, order processing, packaging, sales forecasting, production scheduling, and the selection of plant and warehouse locations.

The objective of this course is to show how all these elements can and must be managed as a “system” if profits are to be maximized. The course format provides real world experience in strategic and operational issues in distribution. No supply chain background is required to benefit from this programme.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING

189,500.00$

EMOTIONAL INTELLIGENCE AT WORK – 2 DAYS

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This course will enable participants acquire the techniques of emotional intelligence and the benefits of using it. Employees are now being judged not just by how smart they are, but also how well they handle themselves and relate to others. The ability of individuals to understand their own emotions and those of the people they work with is the key to self-improvement and better business performance.

Programme also available as in-plant. Fee: Negotiable

IMPACT CONSULTING