the training academy

List of Satisfied Customers Served

  • Deloitte Consulting
  • Department of Education
  • Department of Justice
  • Big Sky Coaches
  • Badminton South Africa
  • Olympic Solidarity
  • Johannesburg Chamber of Commerce
  • Department of Labour – Free State
  • The Checkers Group
  • Mimosa Mall
  • Sanlam Plaza
  • Sneakers Inc
  • Wimpy
  • Spur
  • Mugg & Bean
  • Mr Price
  • Spec-Savers
  • MTN
  • MMTV – Bethlehem
  • Peritum Agri Institute
  • Various SMMEs

Introductory Principles

  • Our products can be adapted for the most specialized skill set or to a full value-chain creation  
  • The principle of holistic growth is the cornerstone of the training 
  • Everything must translate into measurable results  
  • Our products can be presented separately or as our flagship product 
  •  Our subjects and tools can likewise be presented one by one or as a holistic entity

Product List

  • One day to five-day workshops
  • One day to five-day training interventions
  •  Specific projects designed to combine and incorporate any products and tools
  • Pre- and post- evaluations (International Standards)
  •  Merchandising and Display Evaluations
  • Evaluations specific to certain focus areas – touch point, selling skills, telephone, digital footprint, etc.
  • Need-analysis questionnaire
  •  Value-chain questionnaire Internal & external market research
  • Staff satisfaction questionnaire
  •  Coaching infrastructure tools Internal & external loyalty products
  • Service, merchandising & selling charters
Contact us for a needs analysis

Specific Subject Fields

Summary of course/workshop content available.

Please keep in mind, this is only a summary and its only purpose is to give an overview of some of the subjects that are offered in this course.  Please contact the office at The Edge Group for a full lesson plan or more detail.

Contents :
Customer Service
  • The Customer
  • The need analysis
  • Business needs vs emotional needs
  • Customer profiles
  • Reading the profiles
  • Using the profiles
  • Angry and difficult customers International standards
Telephone Skills
  • International standards
  •  Active listening skills
  • Language skills
  • Guidelines for receiving phone calls
  • Effective telephone techniques
Communication
  • Barriers to effective communication
  • Elements for effective communication
  • Verbal communication
  • Non-verbal communication
  • Communication styles
Branding and Marketing
  • Corporate branding
  •  Personal branding
  • Combination of branding concepts
  • Full scope of marketing concepts
  • Full scope of marketing implementations
  • Marketing vs branding outcomes
Conflict Resolutions
  • Recognizing conflict profiles
  • Conflict styles
  •  Dealing with internal conflict
  • Dealing with external conflict
  • Presumption
  • Recipes for effective conflict resolutions
Selling and Negotiating Skills
  • Professional image
  • Value chain, moments of truth
  • Creating the need
  • Meeting the need
  • Rules of selling
  • Upselling skills
Basic Life and Interpersonal Skills
  • Creative thinking
  • Problem-solving
  • Personal value system
  • Goal-setting and achievement
  • Self-image
  • Personality styles
  • Motivational section
Merchandising and Display-Building Skills
  • Merchandising knowledge and standards
  • Display-building knowledge and standards
  • All complimentary skills and engagements

Custom-Built Programmes and Material

The Edge Group specializes in custom-made subject fields to ensure business specific outcomes and results

The Flagship Training Product

Phase 1

  • Need analysis
  • Value-chain analysis
  • Market research

Phase 2

  • Pre-evaluatiions

Phase 3

  • Staff satisfaction analysis
  • Creation of customer service value chain

Phase 4


  • Training and workshop programme

Phase 5

  • Coaching phase

Phase 6

  • Correction phase
  • Opportunity phase
  •  Service-charter creation and implementation

Phase 7

  • Post-evaluations
  • Result measurement

Phase 8

  • Sustainability phase
  • Customer ‘value-add’ and loyalty creation
  • Staff ‘value-add’ and loyalty creation

The ultimate destiny of the Reader or Listener or Learner or Athlete or… is the Centre of Excellence

Why not go all out for it?!

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