Customer Service Excellence

Course Descriptions The “Customer Service Excellence” training program is strategically designed to build the proficiency of customer service officials for consistent service excellence delivery at every customer 'touch point'. This course will inculcate the core skills that will enable customer service officials efficiently handle difficult situations, offer dependable customer-friendly...

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Customer Satisfaction and Loyalty Analytics

Course Description The average business loses between 10 and 30 per cent of its customers each year, but often they do not know which customers they have lost, when they were lost, why they were lost, or how much sales revenue and profit this customer decay has cost them. Far from worrying about customers they are losing, most companies have traditionally placed more emphasis on winning new...

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Customer Research and Analytics

Introductory Overview In every industry, forward-looking operators are moving toward the goal of understanding each customer individually and using that understanding to make it easier for the customer to do business with them rather than with competitors. Organizations that predicate their customer relationship management on research and analytics are learning to look at the value of each...

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Creating Charts and Graphics for Business Decisions

Course Description Graphical representation is germane to communication as it bridges the gaps of numerical analysis while adding depth to business data output. The course is designed to afford each participant the opportunity to learn how to choose and create the right chart to convey incisive messages. Participants will develop the competence to create customized graphs for high powered...

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Effective Business Negotiation

Course Description Negotiating is a part of everyday life, but it is absolutely critical to the success of business.  Poor negotiation can cripple a company just as quickly as losing key customers can. This course is therefore designed to enable participants develop and apply negotiation planning and execution skills, techniques and behaviours to meet the challenges of today’s complex...

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Analytics for Marketing and Commercial Planning

Course Description In today’s accelerated, hypercompetitive marketplace, managers must be able to evaluate corporate progress in good time and make corrections to stay ahead of competitors. The Analytics for Marketing and Commercial Planning course is therefore designed to empower participants with the skills for delivering the insights that drive decision making across sales and marketing, from...

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Advanced Business Analytics & Data Mining

Course Description Business success depends on right decisions taken at the right time. Right decisions are those that optimize business value by identifying efficiency killers while simultaneously providing insights required for maximizing competitive advantage.  Analytics is the powerhouse for such “right decisions”.  The primary objective of this course is to equip participants with...

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Beginner & Intermediate Level Excel Course

Course Description This course will equip participants (those who are new or inexperienced in the use of MS-excel) with intermediate-level skills to most effectively use Microsoft Excel for data analysis, modelling and decision making. The course is therefore designed with a robust “beginners’ bouquet” that will enable the participants to learn some important analyses techniques in a fairly...

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