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Customer Service Excellence

Customer Service Excellence

This interactive internationally certified workshop will help you stand out from the crowd and enable you to deliver Exceptional Customer Service to your Customers. It is suitable for staff interacting with Customers directly, over the telephone or electronically.

Learning Outcomes

On completion of this training, you will be able to:

  1. Develop a growth mindset.
  2. Present a positive professional image.
  3. Identify the differences between Rational and Emotional Needs.
  4. Explain the eight Core Principles for Customer Service Excellence.
  5. Identify the key reasons why companies lose Customers.
  6. Deliver Exceptional Customer Service.
  7. Build rapport with your Customers.
  8. Apply the seven essential steps to great service recovery.

Duration:

1 Day

Certification:

CPD

Fees:

€300.00 (face to face socially distance classroom training)

or

€250.00 (Live Tutor Led Online Training over Zoom)

Lead with Impact Masterclass

Internationally Certified Leadership Masterclass

Let Us Help You Become A Leader That Makes A Difference!

QQI Award

If you are a Team Leader, Supervisor, Manager or an Aspiring Leader, join us on this one-day dynamic Leadership Masterclass and develop powerful Leadership Skills that will empower you to lead your team to great success!

Learning Outcomes

On completion of this training, you will be able to:

  1. Develop a growth mindset to help you succeed in your work and personal life.
  2. Increase your Emotional intelligence so that you can inspire great performance in yourself and others.
  3. Use Powerful Strategies to enable you to Lead with Impact.
  4. Create a Positive Working Environment to enable your Team to thrive.
  5. Empower your Team to achieve their goals using the G.R.O.W. Model of Coaching Framework.

Duration:

1 Day

Certification:

CPD Certificate of Achievement

Fees:

€300.00 (face to face classroom training)

or

€250.00 (face to face Virtual training)

Sales Presentation (QQI)

Sales Presentation (QQI)

Present With Confidence &
Sales Presentation – Online

(Sales Presenatation Leads To A QQI Level 6 Award Now Made By QQI And Attract 15 Credits Under The New Common Award System)

QQI Award

Learn How To Present With Confidence & Engage The Audience.

This blended learning training programme is written and designed by experienced presenters who are passionate about what they do and are committed to providing recognised qualifications that will help you advance your career and make you stand out from the crowd!

Delivery Mode:

Available though Blended learning (Practical Workshop & Online Training Course).

Who Is This Course For:

Trainers, Sales Managers/Executives, anybody involved in giving a presentation to clients or colleagues?

Programme Details

Part 1 - Leading to a QQI Level 6 Award

Sales Presentation which leads to a QQI Award now made by QQI (Ref 6N3567) – (Once you register for the QQI award you must complete the course no later than 10 weeks after that period.

Duration:

10 Weeks

Part 2 - TFS Present with Confidence Professional & Sales Presentation Certificate

Duration:

6 Months

National Award

This course leads to a National Award in Level 6 in Sales Presentation (ref 6N3567) from QQI. IAOT/TFS is a Registered Provider with QQI to offer programmes leading to QQI awards in the National Framework of Qualifications in Ireland (QQI).

The purpose of this award is to equip the learners with the knowledge; skill and competence to create and deliver high impact presentations that support and advance the sales process.

By the end of this course you will be able to:

Identify the fundamental parameters of a good presentation
Design and deliver high-impact presentations
Formulate presentations based on a clear structure to include the presentation process, introduction, content and conclusion
Manage the nerves
Engage your audience and get their fullest attention
Deliver your presentation with confidence and leave a positive and memorable experience for the audience
Manage questions and difficult situations
Balance the presentation with the needs of the audience
Control your environment to have the highest impact

Duration:

This course will take approximately 150 hours to complete and is broken down as follows:

  1. TFS Present with Confidence & Sales Presentation 6 months.
  2. Sales Presentation which leads to a QQI Award now made by QQI (Ref 6N3567) – (Once you register for the QQI award you must complete the course no later than 10 weeks after that period – there is a €40.00 fee payable at time of registration for certification and moderation).

Formative Assessment:

This course is assessed through completion of exercises, quizzes, written assignments and practical demonstrations.

Summative Assessment

The Final Assessment includes:

  • Submitting 2 Written Assignments (minimum 500 words each).
  • You must also attend a one day Practical Assessment day at an IAOT/TFS Assessment Centre. This will include Presenting a 15 minute Sales Presentations to a group of clients.As part of our Quality Assurance, Final Assessments will be marked by an Internal Assessor, and then checked by an Internal Verifier and an Independent QQI External Authenticator.

We recognise the unique learning styles of each of our clients and we take this into consideration in planning the content, pacing and manner of delivery of our courses.

We designed the Course in such a way that learners progress at a certain speed, along with the expectation that the learners will have ample time to reflect and put the theoretical content into practice. As such, we can only release succeeding units no sooner than 7 days from the learner’s receipt of a unit.

The grading scheme that is used for the QQI module is as follows:

Pass 50% -64%
Merit 65% – 79%
Distinction 80%- 100%

Candidates must have an Irish PPS number or a UK National Insurance number to receive a QQI Certificate.

IAOT Equality and Diversity

In order to provide equal employment, learning and advancement opportunities to all individuals, employment decisions at the Training for Success/IAOT will be based on merit, qualifications, and abilities in compliance with all statutory and legal obligations and guidelines.

The Training for Success/IAOT do not discriminate in employment opportunities or operational practices on the basis of gender, marital status, family status, sexual orientation, disability, age, religious or political beliefs, race or membership of the travelling community, or any other characteristic protected by law.

This policy governs all aspects of the delivering of training, employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

Any employees or learners with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of the M.D. In turn it is also the policy of Training for Success/IAOT to deliver all its programmes and services to learners in accordance with good practices and in compliance with equality legislation and regulations.

Employees and learners can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment/course participation.

All parties involved have particular responsibility in the implementation of this policy i.e. Centre Director, Tutors and Learners.

Protection for Learners

IAOT is not subjected to section 43 of the qualifications act 1999, as the programme Sales Presentation 6N3567 is not delivered over a 3 month or more duration.

Principle and Practice of Selling (QQI)

Principle and Practice of Selling (QQI)

(Which Leads To A QQI Level 5 Award Now Made By QQI And Attracts 15 Credits)

QQI Award

Excellent sales skills are of vital importance in to-days competitive world. We specialise in training sales people to be successful, confident and highly motivated. Our courses are practical, results oriented and fun.

On completion of this workshop you will have acquired a wide range of best practice sales skills and techniques to sell to customers over the telephone and face to face.

What are the Benefits of undertaking this training?

  1. Gain a national QQI Level 5 Principle and Practice of Selling Award ref (5N2062)
  2. Increase your emotional intelligence
  3. Increase customer sales
  4. Improve customer satisfaction

Course Content:

Unit 1: Introduction

  • Basic Philosophy of Selling

Unit 2: The Consumer’s Mind

  • Personality of Sellers and Consumers
  • Consumer Decision-Making
  • Six Psychological Stages in the Selling Process

Unit 3: Planning to Sell

  • Planning and Preparation in Selling
  • Legal Responsibilities of the Seller
  • Pre-Planned Questions to Encourage Purchase

Unit 4: During a Sale

  • Establishing Rapport and Trust with Consumers
  • Questioning Techniques
  • Handling Problems During a Sale

Unit 5: Closing a Sale

  • Techniques in Closing a Sale

Unit 6: Strategic Selling

  • Comparative Analysis on other products
  • Devise strategies to respond to competition

Unit 7: Building Consumer Loyalty

  • Identify Post-Sales Activities
  • Establishing Long-term Relationships

Fees:

Available on request – Group discounts also available

The grading scale is:

Pass 50% -64%
Merit 65% - 79%
Distinction 80%- 100%

Candidates must have an Irish PPS number or a UK National Insurance number to receive a QQI Certificate.

IAOT Equality and Diversity

In order to provide equal employment, learning and advancement opportunities to all individuals, employment decisions at the Training for Success/IAOT will be based on merit, qualifications, and abilities in compliance with all statutory and legal obligations and guidelines.

The Training for Success/IAOT do not discriminate in employment opportunities or operational practices on the basis of gender, marital status, family status, sexual orientation, disability, age, religious or political beliefs, race or membership of the travelling community, or any other characteristic protected by law.

This policy governs all aspects of the delivering of training, employment, including selection, job assignment, compensation,discipline, termination, and access to benefits and training.

Any employees or learners with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of the M.D. In turn it is also the policy of Training for Success/IAOT to deliver all its programmes and services to learners in accordance with good practices and in compliance with equality legislation and regulations.

Employees and learners can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment/course participation.

All parties involved have particular responsibility in the implementation of this policy i.e. Centre Director, Tutors and Learners.

Protection for Learners

IAOT is not subjected to section 43 of the qualifications act 1999, as the programme Principle and Practice of Selling Award ref (5N2062) is not delivered over a 3 month or more duration.

Customer Service Excellence (QQI)

Customer Service Excellence (QQI)

Which Leads To A QQI Level 5 Award Now Made By QQI And Attracts 15 Credits)

QQI Award

This course is aimed at candidates who would like to improve their ability to deliver excellent customer service to every customer. It is suitable for staff interacting at any level with customers, either directly or on the telephone.

What are the Benefits of undertaking this training?

  1. Gain a national QQI Level 5 Customer Service Award ref (5N0972)
  2. Increase your emotional intelligence
  3. Increase customer service and support standards
  4. Improve customer satisfaction
  5. Increase customer sales

This highly interactive training programme includes:

  • Customer Service Principles
  • Customer Service Excellence
  • Emotional Intelligence
  • Communication Skills

Course Content:

Unit 1 - Introduction

  • Principles of Customer Service
  • Enhancing Organisational Success with Customer Service

Unit 2 - Excellent Customer Service

  • Key Features of Excellent Customer Service
  • Making a Great Impression
  • Different Kinds of Customers
  • Meeting Customer Needs
  • Catering for Diversity and Disability
  • Understanding Customer Perceptions

Unit 3 - Customer Protection

  • Legislation on Customer Service
  • Regulatory Bodies
  • Customer Protection, Representation and Redress

Unit 4 - Influencing the Customer

  • Customer Perceptions
  • Elements affecting Customer Service
  • Conduct of Customer Service Personnel

Unit 5 - Communication Skills in Customer Service

  • Appropriate communication technologies
  • Oral and Written Skills
  • Correspondence in Customer Service

Unit 6 - Handling Customers

  • Responding to Customer Complaints
  • Handling Challenging Situations and Customer Behaviours
  • Customer Service strategies in handling special customers

Unit 7 - Teamwork

  • Teamwork
  • Building Customer Loyalty

Unit 8 - Strategic Planning

  • Market Research
  • Market Segmentation
  • Strategy Formulation
  • Building customer loyalty

Unit 9 - Measuring and Evaluating Customer Service

  • Explain Customer Service Rating System
  • Measuring Customer Service
  • Evaluating Staff Performance

Fees:

Available on request – Group discounts also available

The grading scale is:

Pass 50% -64%
Merit 65% - 79%
Distinction 80%- 100%

Candidates must have an Irish PPS number or a UK National Insurance number to receive a QQI Certificate.

IAOT Equality and Diversity

In order to provide equal employment, learning and advancement opportunities to all individuals, employment decisions at the Training for Success/IAOT will be based on merit, qualifications, and abilities in compliance with all statutory and legal obligations and guidelines.

The Training for Success/IAOT do not discriminate in employment opportunities or operational practices on the basis of gender, marital status, family status, sexual orientation, disability, age, religious or political beliefs, race or membership of the travelling community, or any other characteristic protected by law.

This policy governs all aspects of the delivering of training, employment, including selection, job assignment, compensation,discipline, termination, and access to benefits and training.

Any employees or learners with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of the M.D. In turn it is also the policy of Training for Success/IAOT to deliver all its programmes and services to learners in accordance with good practices and in compliance with equality legislation and regulations.

Employees and learners can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment/course participation.

All parties involved have particular responsibility in the implementation of this policy i.e. Centre Director, Tutors and Learners.

Protection for Learners

IAOT is not subjected to section 43 of the qualifications act 1999, as the programme Customer Service (5N0972) is not delivered over a 3 month or more duration.

Transfer and Progression

Students can use this Customer Service Level 5 Component Certificate (5N0972) as credit towards anyone of the following QQI Major Awards: Business Studies (5M2102), Office Administration (5M199), Tourism with Business (5M0511), Retail Practice (5M2105), Nursing (5M4349), Early Childhood Care and Education (5M2009), Marketing (5M2069), Contact Centre Operations (5M2071), Bar Operations (5M2079), Restaurant Operations (5M20890), Hairdressing (5M3351) and Beauty Therapy (5M3471).

Emotional Intelligence

In this engaging and interactive workshop, we will share powerful strategies and techniques that will help you maximise your professional and personal performance.

Learning Outcomes:

By the end of this training, you will be able to:

  1. Develop a growth mindset to help you succeed in your work and personal life.
  2. Demonstrate an understanding of the main Emotional Intelligence competencies.
  3. Manage and regulate your emotions to get the desired outcome.
  4. Use powerful EI strategies to increase your EI and strengthen your relationships with others.
  5. Communicate effectively.

Duration:

1 Day

Fees:

€300.00 (face to face classroom training)

or

€250.00 (face to face Virtual training)

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