COURSES

HOT COURSES

COURSE TITLE: CUSTOMER SERVICE

Purpose:

In particular, on completion of this course, the delegate will be able to:

  • Identify customer needs and expectations.
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and use opportunities to enhance the quality of customer service.
  • Communicate with all customers.

 

WHO SHOULD ATTEND:

Anyone in customer service industry, receptionist and customer attendant can attend.

SKILLS TO BE ACQUIRED:

 

  • Customer enquiries from internal and external customers including, but not limited to, needs, problems, complaints, requests for specific information and enquiries of a general nature.
  • Customer interaction may be face to face and/or on the telephone.
  • An approach to a customer includes, but is not limited to resolving conflict, dealing with aggression, empathy and awareness of issues of diversity.

The qualifying learner is capable of:

  • Explaining customer service.
  • Engaging in an interaction with a customer.
  • Demonstrating communication skills in responding to a customer.
  • Processing a query in order to respond to a customer need.

 

COURSE TITLE: CONTRACT MANAGEMENT

PUROPOSE:

The foundations for effective and successful post-award contract management rely upon careful, comprehensive and thorough implementation of the upstream or pre-award
activities. During the pre-award stages, the emphasis should be focused on why the contract is being established and on whether the supplier will be able to deliver in service
and technical terms. However, careful consideration must be given to how the contract will work once it has been awarded. The organisation’s high-level requirements should
be carefully researched so that there is clarity of purpose from the outset. This will help to ensure clarity in all aspects of the procurement process. You will benefit immensely
through acquiring the following abilities:
1. Preparing the business case and securing management approval and Assembling the project team
2. Developing contract strategy and Risk assessment
3. Developing contract exit strategy and Developing a contract management plan
4. Drafting specifications and requirements and Establishing the form of contract
5. Establishing the pre-qualification, qualification & tendering procedures and Appraising suppliers
6. Drafting Tender documents and Evaluating tenders
7. Negotiation and Awarding the contract
8. Post award activities- Changes within the contracts and Service delivery management
9. Relationship management and Contract administration
10. Purchasing organisation’s performance and effectiveness review and Contract closure

WHO SHOULD ATTEND:

Procurement managers; Project Managers; Sales and Marketing Managers and Entrepreneurs should attend

COURSE TITLE: TELEPHONE ETIQUETTE

PURPOSE:

The qualifying delegate is capable of:

  • Employing effective telephone etiquette
  • Answering telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing incoming calls according to organisational standards

WHO SHOULD ATTEND:

Managers; receptionist and customer service agents should attend

COURSE TITLE: MS OFFICE

PURPOSE:

Delegates will achieve the following:

1. Typequick or Typing II

  • The ability to type 55 words per minute.2. MS Office Suite
  • Knowledge of Windows, Word, PowerPoint, Excel

WHO SHOULD ATTEND:

Secretaries; Administrators and entrepreneurs should attend

COURSE TITLE: SOCIAL MEDIA MARKETING

PURPOSE:

The course aims to provide opportunity for the learners to:

  • market products on social media platforms
  • Acquire a deep understanding of this highly specialised field of work and develop the necessary skills to operate as a member of a marketing team.
  • Develop the ability to think laterally in the digital space.
  • Develop initiative and responsibility in an academic sense right from the start, by requiring of them to make decisions and solve problems in executing a range of simulated workplace assignments.

WHO SHOULD ATTEND:

  • Brand Promoter.
  • Digital Media Development Officer.
  • Digital Marketing Coordinator.
  • Market Researcher.
  • Marketing Advisor for Small Businesses.
  • Digital Marketing Assistant.
  • Online Public Relations Assistant.

OTHER SOFT SKILLS :

LIST:

  • Negotiation skills
  • Human resources strategic planning
  • Human Resources Metrics Analysis
  • Communication- Subordinate to superior
  • Conflict resolution
  • Organisational culture
  • Leadership
  • Team building