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Our programmes

High-impact soft skills training, built around your team.

We specialise in high-impact soft skills development training. Every programme below is delivered by experienced facilitators and can be customised to your sector and goals.

Orum Institute training session

Customer Service Training

Understanding customers
  • Define who a customer is — internal and external
  • Explain why customers are important
  • The impact of customer satisfaction on business success
Customer service fundamentals
  • Define what customer service is, and why it matters
  • The role of customer service in building a positive brand image
Essential customer service skills
  • Identify the best customer service skills
  • Why each skill matters — and how to develop it
Dealing with difficult customers
  • Strategies for abusive, angry and difficult customers
  • Role-playing exercises to practise these skills
Essentials of excellent service
  • The seven essentials to excellent customer service
  • Why each essential matters in practice
Service failure & recovery
  • Define what a service failure is
  • Strategies for recovering from service failures
Dos and don'ts
  • A practical list of dos and don'ts
  • Scenarios that illustrate both
Appearance in service
  • Why appearance matters in customer service
  • How it affects the service process
Benefits of customer service training
Increased customer satisfaction Improved loyalty Enhanced brand reputation Increased sales

Communication Skills Training

Introduction to communication
  • Define what communication is
  • Why and how people communicate
Appearance in communication
  • Why appearance matters in communication
  • How it affects the communication process
The communication process
  • The basic communication process model
  • The role of each component in it
Principles of effective communication
  • Principles that should guide the sender
  • Principles that should guide the receiver
Communication methods
  • The three types of communication methods
  • Advantages and disadvantages of each
Barriers to communication
  • Identify the barriers to effective communication
  • Strategies to overcome them
Cultural sensitivity
  • Why cultural sensitivity matters in communication
  • How cultural differences can impact communication
Types of communicators
  • The three types of communicators
  • Characteristics of each type
Benefits of communication skills training
Improved clarity Fewer misunderstandings Increased collaboration Enhanced professional image Better teamwork Increased productivity Improved customer satisfaction Stronger relationships

Sales Techniques Training

Understanding RAP
  • Market trends
  • Business profiling
  • Consumer profiling
  • Customer profiling
  • Relationship management
Prepare to sell
  • Customer-centric selling
  • Setting call objectives
  • You — a powerful message
  • Image killers to avoid
  • Essential negotiation skills
Customer interactions
  • Mirror the personality of the prospective client
  • Build rapport
  • Ask intelligent questions
  • Practise active listening
  • Give your presentation
  • Ask for the sale
Closing & follow-up
  • Address the objections
  • Close the call
  • Always follow up after the call
  • Compile a post-call report
Benefits of sales techniques training
Increased confidence Strategic thinking Improved sales performance Better customer satisfaction Improved team collaboration Increased sales revenue
Customised solutions, experienced facilitators
QCTOW&RSETA
Discuss your training needs