In a competitive global market where differentiation is key, Future CX stands out as a luminary in sculpting distinct customer experiences. Our commendable history, evidenced by partnerships with brands like KFC, Webbers, and VW SA, is just a fragment of our story. It’s with this spirit that we introduce our 10-week training program, a synthesis of years of research, on-ground experiences, and feedback loops, aimed at redefining industry benchmarks.
Duration: 10 Weeks (Once a week)
Our mission is twofold
First, to imbue participants with an amalgamated skill set of top-tier Business report writing skills paired with strategic techniques on writing reports.
Second, to cultivate a mindset that prioritizes satisfaction, sees challenges as opportunities, and understands the holistic role of service in brand reputation and revenue growth.
Customer Service for Sales Staff: A 10-Week Training Programme
Week 1: Introduction to Supervisory Management
• The role of a supervisor
• Responsibilities and expectations
• Characteristics of an effective supervisor
Week 2: Communication and Interpersonal Skills
• Effective communication techniques
• Active listening skills
• Building positive relationships with team members
Week 3: Goal Setting and Delegation
• Setting SMART goals
• Delegating tasks and responsibilities
• Monitoring progress and providing feedback
Week 4: Problem-Solving and Decision-Making
• Identifying workplace challenges
• Analysing options and making informed decisions
• Implementing and evaluating solutions
Week 5: Conflict Resolution and Difficult Conversations
• Understanding different types of conflicts
• Resolving conflicts constructively
• Managing difficult conversations with tact and diplomacy
Week 6: Performance Management
• Performance evaluation process
• Providing constructive feedback
• Creating development plans for employees
Week 7: Legal and Ethical Considerations
• Ethical decision-making in supervisory roles
• Maintaining confidentiality and privacy
Week 8: Leadership Skills
• Leadership styles and approaches
• Motivating and inspiring teams
• Building a culture of trust and respect
Week 9: Time Management and Prioritization
• Effective time management techniques
• Setting priorities and managing workload
• Handling multiple tasks and deadlines
Week 10: Wrap-up and Action Planning
• Reviewing key concepts and learning outcomes
• Developing a personal action plan for implementation
Course Objectives:
By the end of this 10-week training programme, delegates will:
Understand the role and responsibilities of a supervisor in an organization.
Develop effective communication and interpersonal skills to motivate and engage teams.
Learn how to set clear goals and objectives for individuals and teams.
Develop techniques for delegating tasks and responsibilities to team members.
Enhance problem-solving and decision-making abilities to address various workplace challenges.
Learn strategies for conflict resolution and managing difficult conversations.
Understand the basics of performance management and conducting performance evaluations.
Acquire knowledge on the legal and ethical aspects of supervisory management.
Develop leadership skills to inspire and empower teams.
Learn techniques for time management and prioritization to increase productivity.
- Cost per delegate: R8799
- This includes:
- Course materials and resources
- Continuous assessment and feedback
- Framed Certificate of completion at the end of the programme
Each week, delegates will attend a 1–2-hour online session covering the topic of the week. These sessions will involve interactive lectures, practical exercises, group discussions, and Q&A segments. In addition to the online sessions, delegates will be provided with reading materials, worksheets, and assignments to reinforce their learning.
Delegates will also have access to recorded sessions, allowing them to revisit the content at their convenience. This flexible approach ensures that all learners, regardless of their prior experience or learning style, have an enriching and impactful training experience.
By the end of this training program, participants will possess a holistic understanding of the intricacies of customer service with a special focus on sales. They will be adept at handling diverse customer scenarios, driving sales through superior service, and utilizing technology to enhance customer interactions.
Future CX champions a blended learning methodology. Each session is designed to be interactive, combining theory with practical applications, real-world scenarios, and feedback-driven improvements.
The course will be spearheaded by the internationally acclaimed coach, TJ Malamule. With an illustrious training career spanning over 12 years, TJ is not just a coach; he’s a thought leader in the realms of customer service and sales. An MBA graduate and an award-winning trainer, his expertise is further enriched by his experiences as a public speaker on global platforms. With TJ at the helm, participants are not just gaining knowledge; they’re imbibing wisdom from one of the best in the industry.
Future CX isn’t just offering a course; we’re extending an invitation to a transformational journey. In an era where customer service isn’t just a department but a brand’s heartbeat, and sales isn’t just a function but an art, we invite you to step into the future with us. A future where every interaction counts, every sale tells a story, and every feedback paves the way for growth.
