Sales

Lead Generation

Network: 
South Kerry Skillnet
Location of Course Killarney
Trainer Dan O'Donoghue - networking made simple
Learning Outcomes Appreciation the difference between networking & direct sales (cold calling), be able to recognize potential business and be able to respond, see that you can win business without making "that dreaded phone call", companies advertising budgets can be reduced by 50%
Further Enquiries Tracey Teahan
t: 066 976 2477
f: 066 976 2059
e: tteahan@skdp.net
Course Content Recognise and harness potential business. Identify their existing networks, identify their contacts networks, correct use of testimonials, what progessions can refer you regular business, call to action.
Financial Support 22% discount
Enrolment and Start Dates Comment 10 June 2013
Duration 1 day
Number of Places 1
Course Fee €195 per day (free to jobseeker)
Available to Job Seekers: 
Yes
Certified: 
No

SME Growth & Development

Network: 
Outsourcing Skillnet
Location of Course DIT Aungier Street
Trainer DIT Aungier Street
Learning Outcomes On completion of the programme, participants will be able to:
• Measure, develop and analyse the appropriate data which will allow effective analysis and evaluation when selecting a suitable supplier
• Identify key stakeholders in a procurement exercise and be able to develop effective relationships with them.
• Manage risks, disputes and potential conflicts during contraction and procurement.
• Describe the main type of contractual relationships that might be formed with suppliers and the appropriate use of each.
• Understand the concept of costumer value and the role of supply chain management in creating in.
• Identify business processes, core competences and measure ‘value’.
• Recognising the key issues that need to be addressed in value chain logistics.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Course Content CPD Diploma in SME Growth & Development
This module will examine efficiency and effectiveness measures as well as their suitability in relation to the strategic requirements of the outsourcing initiative.

Furthermore, this module will give the student an overview of the terms supply chain and value chain. It examines techniques such as value stream mapping, process analysis and process mapping.

Subjects Taught How to Win Public Sector Tenders; the legal considerations
Procurement, Tendering and Supplier Management
Developing Effective Sales Processes
Marketing & Social Media Communications

Elective choice (pick 1)
Managing Outsource Performance & Value Chain Analysis
Legal Considerations When Outsourcing

Duration 10 Classroom Days
Available to Job Seekers: 
No
Certified: 
Yes

Customer Service

Network: 
Tech North West Skillnet
Location of Course Letterkenny
Trainer Service Sells
Eligibility Employed or Unemployed
Further Enquiries Siobhan Grant
e: info@technorthwestskillnet.com
m: 086 270 7277
Financial Support Already included
Enrolment and Start Dates Comment TBC
Duration TBC
Number of Places 15
Course Fee TBC
Available to Job Seekers: 
Yes
Certified: 
No

Travel Sector Essentials Programme

Network: 
Travel Professionals Skillnet
Location of Course Dublin City Centre for Training/Work Placement location open
Trainer Multiple Trainers
Further Enquiries info@itaa.ie
Tel: (01) 417 9696
Course Content An opportunity to train or retrain for a career in the Travel & Tourism Industry incorporating six learning modules and Work Placement.
Enrolment and Start Dates Comment Spring 2013
Subjects Taught • Travel Reservation Networks
• Sales, Marketing & Customer Care
• Product & Destinations
• Information Technology Microsoft Office
• Travel Law & VAT
• Practical Digital tools & Social media
Duration 4 weeks Training + 4 weeks Work Placement
Comment Target participants - interest in Travel/Tourism
Number of Places 12
Course Fee No fee - Job Seekers only Programme
Course Web Page: 
http://www.itaa.ie/travel-sector-essentials-programme-for-job-seekers-interested-in-or-seeking-to-re-enter-the-travel-industry-2013/
Available to Job Seekers: 
Yes
Certified: 
No

Cold Calling & Appointment Making Skills

Network: 
South West Gnó Skillnet
Location of Course Kerry Technology Park, Tralee, Co. Kerry.
Trainer Trainer Profile of Call Focus (Karen Sommerville)

Call Focus specialise in the design of “effective customer communications” helping companies secure greater profitability through the development of their customers. With extensive experience in customer relations, sales, direct marketing and database marketing, they are best known for communication workshops using the telephone such as the popular “Telephone Complaint Handling”, “Debt Collection using the Telephone”, "Effective Telephone Sales”, “Cold Calling for Sales” in addition to other workshop.
Founded in 1999 Call Focus is headed up by Karen Sommerville, a competent communications, sales and customer relations skills trainer for many leading business associations, Skillnet groups (over 10 groups), Enterprises Boards, educational bodies in addition to many private clients.

Learning Outcomes After completing the workshop, each participant will be able to:
• Apply highly developed communications skills for improved customer relations
• Improve their efficiency on the telephone through better preparation and planning
• Become more assertive in their day to day communications by phone
• Overcome cold call reluctance, handle rejection and create opportunities through cold calls
• Present a professional image, have the right attitude and build trust with the customer
• Talk to customers in their own language and with the right tone of voice
• Guide the customer effectively through each stage of the sales presentation
• Get the customers attention and engage in conversation through stimulating introductions
• Really listen to customers and pre-empt customers’ needs through skilful questioning

Additional information to follow

Further Enquiries Oonagh McGregor
info@southwestgno.com
064-6636622
Course Content Who Should Attend
A practical and interactive one to two day workshop, the course is designed for all sales staff that makes outgoing cold calls to customers and prospects as well as handling incoming sales enquiries.

Overall Aim
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of cold calling and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales.

The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills in using the telephone to overcome reluctance, deal with rejection and effectively cold call to generate leads, make appointments and close sales.

Enrolment and Start Dates Comment 12/06/2013
Duration 1 day followed by 1 one-one mentoring i hour session.
Course Fee €110 for Members
€210 for Non-members

Membership for 2013 only €100

Course Web Page: 
http://www.southwestgno.com/viewevent.asp?id=326
Available to Job Seekers: 
Yes
Certified: 
No

Sales through Service

Network: 
CCMA Ireland Skillnet
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Duration 2 days
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Customer Retention, Up-sales & Service Improvement programmes

Network: 
CCMA Ireland Skillnet
Methods of Assessment This programme will improve the operation of the overall business. At the end of the programme an assessment of CSR capabilities will be carried out with regard to two key areas:
1. Understanding of the promise framework and using the promise structure as the basis for all their telephony interactions
2. Ability to participate in the Learning Team shared learning environment
The programme will promise at a team level:
1. A significant positive change in call behaviour against predefined criteria
2. A significant positive change in one of: Customer Avg Lifetimes, Customer Retention, Upsales in a service environment.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Learning Outcomes The objective of the programme is to change the way that a telephony based operation organises its operational practice so that telephony based workers can improve their customer interactions by:
1. Making stronger and more reliable promises to customers about what they will deliver,
2. Putting in place group learning systems that promote rapid knowledge sharing
3. Enabling senior management to have more direct control on the behaviour change going on in their contact centre
4. Connect the team managers personal objectives to business outcomes.
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
The Customer Retention Programme provides telephony workers with new tools and practices to improve their customer interactions. The programme promises its executive sponsor both a persistent change in telephony behaviour and a financial outcome change such as increased customer lifetimes, improved customer retentions or improved upsales.

This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Who is this Course For?
Contact Centres are unique business units that help organisations meet the challenges brought by constantly changing markets, business environments and technology. In recent years the Contact Centre business has experienced significant growth in Ireland and attractive career opportunities are available.

Specialist knowledge and skills will be needed by those who aspire to leadership roles in this business.

Course Web Page: 
http://ccma.ie/page.php?s=training&id=257
Available to Job Seekers: 
No
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
CCMA Ireland Skillnet
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Who is this Course For?
A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Duration One day workshop
Course Web Page: 
http://ccma.ie/page.php?s=training&id=258
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service

Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment Assessment and Evaluation:
Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Learning Outcomes On completion of the programme, participants will be able to:
• Identify and anticipate customer needs and wants
• Positively influencing Customer Perceptions
• Deal with a range of challenging situations
• Implement a quality Customer Care Policy
• Deliver Effective Customer Service under challenging circumstances
• Identify provisions that may be needed to satisfy different customers needs
• Evaluate the impact of Customer Service
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

FETAC Code D20151: Customer Service
Course Web Page: 
http://ccma.ie/page.php?s=training&id=242
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment Assessment and Evaluation:
Project 50%
Assignment (2) 50%

Project:
Candidates will be required to develop a customer service programme for a specialised industry, business or organisation and to deliver a service session / presentation on the programme developed.

Assignment 1
Candidates will be required to investigate and analyse customer service policy and practice in an organisation.

Assignment 2
Candidates will be required to select and apply primary market research methods to investigate and analyse the levels of consumer satisfaction in a specific area.

Learning Outcomes On completion of the programme, participants will be able to:
• Targeting Customers
• Principles of Customer Services
• Customer Contact Skills
• Setting and Monitoring Customer Services Standards
• Consumer Protection Legislation
• Specialist Option
• Developing a Customer Service Programme for Staff
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

FETAC Code D30151: Customer Service
Course Web Page: 
http://ccma.ie/page.php?s=training&id=245
Available to Job Seekers: 
Yes
Certified: 
Yes
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