CUSTOMER EXPERIENCE EXCELLENCE TRAINING

Customer Experience Excellence Training is tailored for growing customer-centric Canadian businesses. It provides a hands-on framework to establish unified sales and
customer service procedures. This training enhances employee productivity, enhances staff’s business technology usage skills, and ensures employees operate at
the highest service standards.

After customer experience excellence training focused on sales, service, and client communication, company employees can expect to gain skills such as enhanced communication abilities for clearer client interactions, improved sales techniques, understanding of client needs and upsell services, enhanced customer service skills resolving issues promptly and efficiently, strengthened relationship-building capabilities to foster long-term client loyalty, deep understanding of how business technology can optimize the day-to-day tasks towards significantly higher productivity.

Training Modules

Sales Strategy and Planning

• Setting sales goals and objectives
• Defining target markets and customer segments
• Developing effective sales strategies

Sales Process 101

• Main lead generation channels and their relative value
• Stages in the sales process and their influence on the pipeline progression

Standard Customer Communications

• Transactional email communication vs. sales-led multi-channel communication
• Omni-channel vs. multi-channel communication strategies
• Automated communications and trigger types
• Communications management and monitoring

Client data management

• Client data management architecture and best practices
• Data loss prevention – basic standards

Sales Automation and Technology

• Leveraging automation tools for streamlining sales processes
• Implementing and optimizing sales automation platforms

Customer Relationship Management Systems

• Importance of CRM systems in managing customer interactions
• Tracking leads, opportunities, and customer data effectively

Invoicing Procedures as part of the sales process

• Accurate estimate provisioning and revisions
• Converting estimates to invoices
• Trusted invoice approval processes

Payment Rules

• Choice of payment methods based on system defaults
• Optimizing payment terms for increased revenue
• Payment-related communication strategies
• Payment tracking and reporting

Customer Service and Retention

• Importance of customer service in maintaining long-term relationships
• Strategies for enhancing customer satisfaction and loyalty

Sales Metrics and Analytics

• Key performance indicators (KPIs) for measuring sales performance
• Pipeline predictability
• Cross- and up-sale potential
• Cross-teams performance
• Management view
• Analyzing sales metrics to make data-driven decisions

Determining Profitability Reports

• Management-level reports
• Profitability factors
• Annual profitability goals
• Quarterly and monthly profitability targets vs. actual

Sales Training and Coaching

• Effective sales techniques, objection handling, and negotiation skills
• Training and coaching strategies for sales teams

At the end of the program, each attendee will receive a Certificate of Completion.

Total training hours: 200

Total program cost per participant: CAD$11,700 + HST

STANDARD OPERATIONS (SOPs) AND CUSTOMER SERVICE TRAINING

The Standard Operations and Customer Service Training is focused on providing the trainees with the essential set of skills required to fulfill their everyday duties with excellence, productivity, and client and employee satisfaction. During the training, the trainees will acquire a solid understanding of the essential principles of the industry standards and controls, major standard operational procedures, client and employer communications, as well as technology used to make their work more productive, transparent, and measurable.

Training Modules

Introduction

• Market background
• Company values, structure, and competitive advantage
• What it means to be an employee
• Q&A

SOP Essentials

• What are SOPs
• Major Company SOPs
• The importance of every SOP
• SOP controls and communications
• Q&A

SOP: Cultural Competency

• Understanding cultural diversity
• Respecting cultural norms, beliefs, and practices
• Providing culturally sensitive service
• Supporting technologies showcase
• Q&A

SOP: Know Your Client

• Client data management architecture and best practices
• Supporting technologies showcase
• Q&A
• Homework

SOP: Privacy and Data Security

• Client data management architecture and best practices
• Supporting technologies showcase
• Q&A
• Homework

SOP: Communications intro (Client and Office)

• Major communication channels
• Common challenges
• Goals and progressive standards
• Q&A

SOP: Communications via a Portal

• What is a Portal
• Portal benefits
• Supporting technology showcase
• SOP adoption expectations
• Q&A

SOP: Timesheets, vacations/ sick days, and schedule management

• SOP overview
• Supporting technology showcase
• Communications practices
• Q&A
• Homework

Knowledge base

• What is the knowledge base
• Supporting technology showcase
• Feedback mechanism
• Q&A
• Homework

Measuring Success

• Service KPIs
• Operations KPIs
• Personal KPIs
• Feedback
• Ongoing improvement opportunities
• Q&A

Total program hours: 200

Cost per participant: CAD$11,700 + HST

Certification: At the end of the program, the attendees will receive a Certificate of Completion.

DIGITAL MARKETING 101

Briefly about Digital Marketing 101

This course was built based on our trainers’ experience of working with Canadian small and medium businesses over the last two years.

The pandemic hit non-digital businesses the most. A lot of manufacturers and businesses in other industries of the brick-and-mortar nature are lost in the digital world

The goal of this training is to provide our clients’ employees with a basic understanding of the contemporary digital marketing essentials and enable them to identify how those can and must be applied to their business situations.

Digital Marketing 101 Structure

SOCST is a trainer-led and module-based training. Modules need to be accomplished in sequential order. A fair amount of time is dedicated to the hands-on exercises with the specific business objectives, validating knowledge absorption level, and individual and group-based support.

Digital Marketing 101 Modules

Module 1 – Ideal Customer Profile (ICP)

Module 2 – Digital Marketing Funnel

Awareness

• Education about your product or service.
• Make prospects problem and solution aware.
• Content ideas, Marketing Channels, Success Metrics.

Interest and Consideration

• Prospects determine whether they need your product.
• Why choose you?
• Content ideas, Marketing Channels, Success Metrics.

Preference

• Prospect decision making stage.
• Ready to buy. Handover to sales.
• Content ideas, Marketing Channels, Success Metrics.

Module 3 – Marketing Strategy Steps

Module 4 – Where Marketing meets Sales

Module 5 – Where Marketing tools connect with CRM

At the end of the program, each attendee will receive a Certificate of Completion.

Total program hours: 100

Total program cost: CAD$15,000 + HST

All training fees are non-refundable. If the client chooses to cancel the training, the client is responsible for paying the trainers’ invoice pro-rated to the date of the cancellation. The client agrees to provide notice of cancellation at least 3 business days prior to the cancellation date in writing.

To learn more about the offered training courses or to inquire about additional training options, please contact us