Azercell Academy - A Training Program for Customer Service

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2 Content About us Our Mission... 4 Development programs Academy trainers Training outlines Customer-oriented Service Culture Customer-centered Service Culture Face-to-face Customer Service Customer Care over the Phone Presentation skills Negotiation skills Stress management Time management HS trainings. First Aid / Basics of Firefighting / Defence Driving Project Management

3 2 3 Our continuous investment in learning and development has made a distinction in performance since our foundation. Acting on the knowledge that its true capital is people. Azercell has established a network for development and information sharing. Though this vision we founded Azercell Academy to offer various training for employees, dealers, business partners, suppliers etc. Now our Academy consists of about 40 qualified trainers and our portfolio includes 20 training programs. And it delivers special and customized trainings and consulting services in the local market. Academy is your business partner helping to advance your company s plans. Academy provides clients with consulting services in variuos fields such as building of Call Center, evaluation system of employees, Human Resources and etc. Our trainers can train not only to recognize excellence, but to maintain and build on it through continual improvement. We can conduct a comprehensive analysis of your staff s training needs to effectively align the contents and aims of courses with your business objectives.

4 4 5 Our Mission We believe that continuous increase in performance can be achieved only by proactive development solutions. These solutions empower you to advance employees both as individuals and as teams. Our mission is to make difference in the performance of employees with development solutions creating value. Development programs Our programs are designed in four themes: Customer, Soft-skills, Project management and Leadership. We believe that customer comes first. In modern work, the best customer service and assistance is the key factors that provide competitive advantage. Following the customer comes first value we support you to increase the number of satisfied customers at all customer interaction points.

5 6 7 Aligned with this objective we introduce you Customer Service trainings Customer-oriented Service Culture Customer-centered Service Culture Face-to-face Customer Service (basic and advanced) Customer Care over the Phone (basic and advanced) Health and Safety trainings First Aid Fire Fighting Defence Driving Soft-skills trainings Presentation skills Negotiation skills Stress management Time management Management trainings Project management

6 8 9 Academy trainers We started as internal Academy for our employees. We trained them, enhanced their knowledge in customer service, negotiations with clients, project management. Together with employees we developed our trainers. Azercell Academy s Internal Training process is formed by developing trainer abilities of Azercell employees who are experts in their respective field. More than 40 trainers contribute to realization of total training by 90% satisfaction rate. All trainers are accredited by Azercell Academy in order to ensure high competence level and standardize internal training process. This also enables employees to deliver and design training both to cover internal need and contribute to society.

7 10 11 Training outlines Customer-oriented Service Culture (2 days) This highly participative course is designed for anyone who has regular customer contact not only with external but also internal clients (other sections and departments employees, colleagues) and wants to develop their skills in delivering excellent customer service. Program Core competencies of the customer satisfaction Achievement of Perfection in the field of Customer Satisfaction Internal/external customer satisfaction Basic behaviors necessary for successful service Definition of intelligent work Positive behavior at criticism and complaints How to improve self-confidence Factors of Effective Intercourse

8 12 13 Customer-centered Service Culture (2 days) Program Customer Centric Company beginning of the subject Needs (requirements) of modern customer. Kotler model Methods of customer service quality diagnostics Alphabet of Customizing: work with internal and external customers Factors of loss and attraction of the client World practice discover in development of customer centricity Forming of WOW service standards: best practice Development and creation of initiatives for better service for internal and external customers Work with the complaints: transformation of working with complaints into work with the opportunities Principles of quality service, creation of the training materials that will reflect the standards of customer centric company

9 14 15 Face-to-face Customer Service (2 days) The majority of participants attending this course are in customer facing or customer support roles who want to develop their face-to-face customer service skills and behaviors. Advanced Program Personal aspect of service. Customer interactions strategies Stages of work with customers. Sales. Formula of successful contact Diagnostics of customer needs Presentation of the proposal for customer Clarification of customer s attitude to the proposal. Working on customer objections Working on customer complaints. Difficult situations in working with customers Formulation of customer service standard Basic Program Ideal Service Concept Changing complaints into opportunities and handling them Corporate and representatives approach towards customer How to handle rude and insulting customer

10 16 17 Customer Care over the Phone (2 days) Advanced Call Center representatives Program Call center, communication and quality in service What is ideal service and ability to serve well Non-verbal abilities and voicebreathing fitness Client negotiation skills and algorhytm of negotiation customer

11 18 19 Presentation skills (2 days) This training course is perfect for those with experience of presenting who want to improve their communication delivery style and the impact of their presentations. It is also suitable for delegates who need to deliver presentations internally or externally to clients. Program Definition and forming of presentation components Forming of preparation structure of presentation Video shooting of short presentations Non-verbal communication methods Video recordings analysis Auditorium and creation of communication Difficult participants. Working mechanism with such participants

12 20 21 Negotiation skills (2 days) This training is oriented only on individuals who would like to develop the necessary skills and techniques required to achieve successful negotiations and the ones who want to learn to negotiate effectively and maintain a strong ongoing relationship with the other party. Program Effective negotiator s communication skills forming an idea about communicative skills of effective negotiator Cooperation oriented negotiation developing an attitude to cooperation during negotiating inside the company Beginning of negotiations - development of getting into contact effectively and diagnostics of positions and interests of the partner during negotiations competencies Discussion and argumentation during negotiations - formation of participants argumentation skills Coming to agreement and compromise end of negotiations - mastering basic strategies of coming to agreement in negotiations and ways of effective ending

13 22 23 Stress management (1 day) The Stress Management course is aimed at anyone from administrative employees up to general managers who wants to deal with stress in a more efficient and productive way. Program Training includes: strategies and techniques of stress management, dissociation, meditations, and reactions on stress topics. It includes: Definition of stress Primitive and modern stress Reaction on stress Features and consequences of stress Basics of physiological self-regulation Emotional and intellectual selfregulation

14 24 25 Time management (1 day) Individuals who want to develop or refresh their time management skills. Learn invaluable time management skills to manage time more effectively, including how to plan activities and get tasks done in a smarter manner, both at work and at home. Program This course explores how to recognize priorities and effectively plan and schedule your workload. Training includes strategies for coping with common timewasters and interruptions as well as a wide array of time saving techniques for the individual.

15 26 27 HS trainings (3 hours) First Aid / Basics of Firefighting / Defence Driving Users of company vehicles, people, who want to gain knowledge in First Aid and Firefighting.

16 29 Project Management (2 days) This program is suitable for individuals seeking to enter the field of project management or for current project managers who desire training on project management skills and techniques. Program This course is about skills, tools, techniques and economic principles that transcend various company structures, environments and project management philosophies. It is about essential handson tools and techniques needed by contemporary project managers. The focus of this workshop is on the practitioner s rather than the academic view of project management including tricks, tips, soft skills and guerilla warfare tactics and the economics of project management in particular and strategic business decisionmaking in general.

17 30 All participants are provided with specialized Azercell Academy certificates. Contact us