MODULE 1: 

Customer Service Mastery:

…Master Customer Service using this practical customer care course to delight every customer…

What you’ll learn

• Be flooded with ideas on how to delight customers
• Stand out from other graduates with unique customer experience skills
• Create customers who are loyal for life and sing your company praises to friends and family
• Help your organisation give great service and be creative with new ideas

Course Description:

Customer Service: Delight Your Customers with Customer Care

Master Customer Service – delight your customers using the great customer care and benefit from lifelong loyalty and referrals

Do you want your customers to LOVE you? Do you want to be hired at the first interview? Do you want them to rave to their friends about what a great customer service agent you are? Do you want them to never consider switching to a competitor? Do you want them to always drop their phone happy and well cared for? You might think this is a faraway dream, too expensive to achieve, or simply impossible for someone like you…. But guess what – it’s not! Professional Customer Service skills can make all of those goals come true and don’t need to cost you anything except creativity and passion. 

Amazingly there are almost no official theories, tools or frameworks out there talking about Customer Care. For us, it’s one of the most powerful and underestimated marketing, sales and leadership areas. So, we have created a step-by-step course you can use to come up with original, cost-effective and unique ways to delight every customer and have them coming back to you time after time. Imagine if all your customers became repeat clients, and referred you to others many times over? You could fire up your whole sales and marketing career! In our experience, most employees genuinely want to do a good job and make customers happy, but often don’t have the tools or empowerment to make it a reality. This course fixes that with simple, tried and tested ideas that have been working for decades. 

Over our 15-year business coaching and consulting career we have seen thousands of businesses… and we have pinpointed all the ways they could improve their customer service! The challenge with Customer Service is you need to be constantly ahead of your competitors and offer something unique and special to delight the customer. If you don’t already have fresh Customer Service ideas popping up daily we would highly recommend taking this course. It will allow you to secure employment effortlessly and able to build a loyal fanbase of customers who would never dream of spending their money elsewhere… and that could improve your career prospect many times over!

TreNova Academy is a well-respected training organisation, and widely celebrated facilitator in many schools across Nigeria, who’s been teaching Customer Service to companies for over 15 years. This course is guaranteed to keep you engaged and amused and teach you a life-changing skill for career advancement.

Course Outline:

• Section 1: Delight Your Customers with Customer Care 

• • Thirty unique ways to create Customer Care delights
  • Provide incredible service even with zero industry experience
  • Motivate your customers to go over and above
  • Highlight missed opportunities to delight customers
  • Turn every customer into a lifelong fan
  • Benefit from repeat sales, upselling and referrals
  • And as always, it’s 100% practical, and with no technical jargon. 
• Section 2: Customer-Centric Approach to Business Success:
  • Measure, Track and Analyze Customer Satisfaction for CX Transformation
  • Advanced CSI Survey Model & How CSI Survey Works
  • The Benefits of the CSI Survey
  • Customer Experience Metrics & Customer Satisfaction Index
    • Net Promoter Index (NPI), 
    • Customer Effort Store (CES), and 
    • Customer Satisfaction (CSAT)

By becoming great at Customer Service, not only will you own a skill that can make you employable, you will benefit from customers never switching to a competitor, and you’ll also have developed a skill that will benefit your company to achieve thousands in referral and repeat sales!

Training Fee: N49,950 per participant

Who this course is for:

• Young graduates or any individual looking to develop a skill that is sort-after by corporate establishments – whether big or small
• Someone who wants to do Customer Care or management in their future career
• People looking to learn skills that grow sales through customer referrals and repeat business
• Customer service personnel looking for inspiration on how to delight their customers and stand out from the crowd

MODULE 2: 

Career Development Master Class in Telemarketing/ Telesales

…Learn All you need to know to succeed in telephone sales – the role, the traits and the skills required by a telemarketing/telesales executive to be successful in making a sale…

What you’ll learn

• The Role of a Customer-Focused Telesales Person and the skills required to develop a successful professional career as a Telemarketing/Telesales personnel.

Description

Very useful for individual who is looking to develop a career or advance their career in sales representatives/marketing representatives role and those in the telesales department. After attending this course, the participant can easily understand Techniques for Effective Telesales/Telemarketing, What Not to Do for Telemarketing/Telesales Success, Dos and Don’ts for Telesales Communication, and Steps for Building Rapport in Telesales, Tips for Effective Telesales Calls etc.

The course begins with a scenario which explains how a telesales person can convert leads into paying customers and how marketing can be successfully done through telesales. There is one Real Life Example in this course which explains the importance of a telesales executive in an organization. This scenario explains in detail how to read the profile of the company’s existing loyal customers and convinces the customer to upgrade to a new product. Much emphasis is laid on the “Dos and Don’ts for Telesales communication” in this course.

Course Outline:

• Introduction to a successful career in Telemarketing/Telesales
• Describe a Customer-Focused Telesales Person
• The Techniques for Effective Telemarketing/Telesales
• What Not to Do for Telemarketing/Telesales Success
• The Delivery of the Telesales Pitch
• The Dos and Don’ts for Telesales Communication
• Communication Barriers in Telesales
• The Steps for Building Rapport in Telesales
• The Steps for Handling Objections to Buying
• The Challenges in Telesales
• The Tips for Effective Telesales Calls

Training Fee: N49,950 per participant

Who this course is for:

• Young graduates or individuals looking to develop a successful career in Telemarketing/Telesales role
• Practitioners in Telemarketing/Telesales who are looking for career advancement
• Marketing department executives
• Students pursuing MSc or MBA in marketing

MODULE 3: 

The Complete Sales Skills Master Class

… Master Sales Skills, Marketing Strategy, B2B Sales, Business Development, Lead Generation Using Top Social Skills…

Course Outline:

• Converting Prospects into Paying Customers

• • The Importance of Empathy in Sales
  • The Power of Three
  • Borrowed Trust Wins New Leads
  • Give Something Back
  • The Three Most Powerful Words in Sales
  • Smart Sales Presentation Preparation
  • Bad Assumptions Can Kill a Sale

• Sales Objections and How to Overcome Them

• • You Are What You Sell
  • We Believe People Who Are Like Us
  • Smart Marketers Give it Away
  • The Power of Personal Brand Marketing
  • Be the Bearer of Your Own Bad News
  • Common Objections and How to Overcome Them
  • Bad Assumptions Can Kill a Sale

• Closing the Sales and Gaining Commitment

• • Sell the Experience, Not the Product
  • The Trial Closing
  • Hot Button in Selling
  • Uncovering the Prospect’s Buying Strategy
  • The Closing Techniques 
  • Be an Expert in Your Corporate Client’s Field
  • Tell Them Something They Don’t Know

Training Fee: N49,950 per participant

Who this course is for:

• Young graduate or individual looking to develop a successful career in sales and marketing role.
• Practitioners in sales and marketing who are looking for career advancement
• Sales and Marketing department executives
• Students pursuing MSc or MBA in marketing