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

List of Companies also served within the Infrastructure

Hinterland
Senwes (National)
GWK (National)
Agrinet
Afgri
NTK
BKB
John Deere
Kempston Agri
OVK
Symington De Kok Attorneys
Ramotelo & Totsetsi Attorneys

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

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.

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