TRAINING CATEGORIES

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26 - CMR - Customer Relations

MCR 110 - Service Excellence

Code	Start Date	Duration	Venue
MCR 110	14 October 2024	5 Days	Istanbul	Registration Form Link
MCR 110	18 November 2024	5 Days	Istanbul	Registration Form Link
MCR 110	23 December 2024	5 Days	Istanbul	Registration Form Link

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Course Description

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Course Objectives

Identify the key concepts in relation to providing customer service excellence
Review, refine and develop further both the skills and processes required to ensure excellent customer service
Establish the skills required to identify new or additional sales opportunities
Practise these skills in a number of customer service situations

Who Should Attend?

Help-desk and End-user Support Professionals
Managers
CEOs
Anyone who wants to provide an excellent service to his customers

Course Details/Schedule

Day 1

Review of customer service standards
Excellent customer service
Barriers to excellence – additional support required
Your customers: Internal and external
Developing customer's relationship
Building rapport
Demonstration empathy

Day 2

The Priority Matrix
Focusing on priorities to achieve objectives
Revising priorities
Consideration of impact and benefit

Day 3

Mastering the telephone
Essential communications skills
Internet customer service skills
Active listening: questions, statements and objections
Additional customer care channels and Internet customer service skills
Presenting bad news or saying ‘no’ in a positive manner

Day 4

Creating a professional image – environment / use of phone / email / messages
Structuring expectations
Identifying additional sales opportunities
Time Management Strategies.taking control of your time: time analysis, task identification, task analysis and time prioritization
Customer specific scenarios with feedback and coaching

Day 5

Stress management strategies
Discussion: What is stress? What causes stress?
Managing stress (or even eliminating stress)
Action planning
Evaluation
Summary

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SAHARA Group Training and Consultancy INC (in Turkish: SAHARA Group Eğitim ve Danışmanlık AŞ)

Tax Office: Beyoğlu (Istanbul/Turkiye,Tax No: 7390525151 (Vergi Dairesi: Beyoğlu (İstanbul), Vergi No: 7390525151)

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NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	TTC 101	5	Traffic Control Systems
02	TTC 102	5	Traffic Flow Theory for Intelligent Transportation Systems
03	TTC 107	5	School Transportation Quality
04	TTC 108	5	Traffic and Safety Engineering around Schools Sites
05	TTC 110	5	Transportation and Roads Engineering
06	TTC 115	5	Road Engineering Orientation Programme
07	TTC 120	5	Road Safety Management
08	TTC 125	5	Light Transit Rail Maintenance and Operations
09	TTC 127	5	Railway Metro Systems Design and Installation
10	TTC 130	5	ISO 55001 Asset Management Applications in Railway Environment
11	TTC 135	5	Basic Railway Engineering
12	TTC 140	5	Railways and Urban Guided Transport
13	TTC 142	5	Standardization of Engineering Systems of Metro System
14	TTC 145	5	Modern Rolling Stock for Reducing Noise
15	TTC 146	5	Wheel Rail Interface Issues and Precautions
16	TTC 149	5	Railway and Metro Track Design
17	TTC 150	5	Railway and Metro Track Maintenance
18	TTC 153	5	Derailment Investigation
19	TTC 155	5	Maintenance Management for Railway Systems
20	TTC 160	5	Logistics and Transportation Management

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	ADV 101	5	Lighting Design using DIALUX
02	ADV 103	5	Land Surveying - Use & Alignment of Leica DNA03/ DNA10 Equipments
03	ADV 104	5	Structural Design for non- structural Engineers
04	ADV 105	5	Surveying Engineering- Advanced Baseline Calibration
05	ADV 106	5	Autodesk AutoCAD 3D
06	ADV 107	5	Autodesk AutoCAD 2D
07	ADV 108	5	Autodesk Revit For Advanced Users
08	ADV 109	10	Autodesk Revit For New Users
09	ADV 110	5	SketchUp
10	ADV 112	5	Adobe After Effects
11	ADV 115	5	Lighting & 3D Mapping
12	ADV 201	5	Decorating Homes
13	ADV 301	5	Advanced Adobe Illustrator Training
14	ADV 305	5	Introduction to Visual Effects (VFX)

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	ADV 502	5	Drawing With Acrylic Colors
02	ADV 503	5	Interior Design Visualization
03	ADV 504	5	Exterior Design Visualization
04	ADV 506	5	3ds Max Modeling (Basic)
05	ADV 507	5	3ds Max Modeling (Advance)
06	ADV 508	5	3D Animation Using 3Ds MAX
07	ADV 509	5	Architectural Photography
08	ADV 510	5	Lumion 3d - Architectural Visualization
09	ADV 511	5	Enhancing CAD Drawings Using Photoshop
10	ADV 512	5	Using V-Ray 2.0 To Produce A Photorealistic Rendering
11	ADV 513	5	Professionally Retouching Images Using Photoshop
12	ADV 514	5	Hand Drawings Techniques Using Charcoal
13	ADV 515	5	Autocad And Google Sketchup Pipeline

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	SRM 101	5	Building and Facilities Security Guard Officer Training
02	SRM 101B	10	Occupational Safety and Health Administration (10 Days)
03	SRM 102	5	Safety Engineering and Hazard Control
04	SRM 103	5	Security Management: Safety and Protection of Corporate Facilities
05	SRM 104	5	Warehouse Safety Procedures and Safety Handling
06	SRM 105	5	Safety Management Systems (SMS)
07	SRM 106	5	Firefighting and Emergency Evacuation
08	SRM 108	5	Process Safety Management (LOPA & SIL)
09	SRM 109A	5	Safety and Protection of Corporate Facilities
10	SRM 109B	10	Safety and Protection of Corporate Facilities (10 days)
11	SRM 110	5	Advanced Risk, Reliability & Safety Management Techniques
12	SRM 111	5	HSE Management (with Economics Module)
13	SRM 112	5	Core Concepts in Industrial Hygiene
14	SRM 113	5	Principles of Fire & Explosion Hazard Management
15	SRM 114	5	Principles of Radiation Protection
16	SRM 115	5	The Core Concepts of Occupational Ergonomics
17	SRM 116	5	Security Guard (Officer) Training
18	SRM 117	5	Close VIP Protection
19	SRM 118	5	Risk Assessment
20	SRM 119	5	Risk Assessment & Incident Investigation
21	SRM 120	5	Hazard and Operability (HAZOP) Leader/Participater
22	SRM 121	5	Safety Audit & Site Inspection
23	SRM 122	5	Developing Effective Post-Market Surveillance in Medical Devices
24	SRM 125	5	Fire-Gas Detection & Monitoring Systems
25	SRM 126A	5	Process Safety Management & F&G Systems
26	SRM 126B	10	Process Safety Management & F&G Systems (10 Days)
27	SRM 127	5	Master Class Process Safety Competence
28	SRM 130	5	Emergency Response Planning (ERP)
29	SRM 135	5	Balanced Management of Corporate Security
30	SRM 138	5	Strategic Crisis Management & Emergency Response Planning (ERP)
31	SRM 141	10	Fire Protection and Emergency Response in Oil & Gas
32	SRM 143	5	Conduct of Operations and Operational Discipline
33	SRM 145	5	Breathing Apparatus and Gas Test Atmospheres
34	SRM 147	5	NEBOSH International General Certificate Preparation
35	SRM 150	5	Occupational Safety and Health Administration
36	SRM-ON 119	5	Risk Assessment & Incident Investigation
37	SRM-ON 130	5	Emergency Response Planning (ERP)

(Click Category to List Courses)

26 - CMR - Customer Relations

MCR 110 - Service Excellence

Course Description

Course Objectives

Who Should Attend?

Course Details/Schedule

Day 1

Day 2

Day 3

Day 4

Day 5

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21 - TTC - Transportation and Traffic Control

21 - TTC - Transportation and Traffic Control

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22 - ADV - Architectural Design and Visualization

22 - ADV - Architectural Design and Visualization

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On-demand Courses

23 - SRM - Safety and Occupational Health

23 - SRM - Safety and Occupational Health

Scheduled Courses

On-demand Courses

24 - CSM - Public Relations, Communication Skills & Office Management

24 - CSM - Public Relations, Communication Skills & Office Management

Scheduled Courses

25 - TEM - Training and Education Management

25 - TEM - Training and Education Management

Scheduled Courses

26 - CMR - Customer Relations

26 - CMR - Customer Relations

Scheduled Courses

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	SRM 506	5	Seaport Security and Safety Management
02	SRM 507	5	Fire Prevention and Fire Fighting
03	SRM 508	5	Dangerous Goods Awareness Programs

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	CSM 101	5	Management for Non-Managers
02	CSM 103	5	Effective Time, Task and Work Planning
03	CSM 104	5	Office Management Skills
04	CSM 105	5	Effective Office Management Techniques for Office Managers
05	CSM 106	5	Communication Design, Strategies and Dealing with Others
06	CSM 108	5	Communication Skills for Telephone Operators
07	CSM 109A	5	Senior Secretary Development Program
08	CSM 109B	10	Senior Secretary Development Program (10 Days)
09	CSM 110	5	Effective Body Language
10	CSM 113	5	Public Relations and Presentation Skills
11	CSM 115	5	Reception and Hospitality
12	CSM 120	5	Effective Business Writing Skills
13	CSM 125	10	Office Management & Communication Techniques (10 Days)
14	CSM 128	5	Events and Conferences Management
15	CSM 129	10	Public Relations & Conferences Management (10 Days)
16	CSM 130	5	Effective Meetings and Workshops Design and Moderation Techniques
17	CSM 135	10	Hospitality Management (10 Days)
18	CSM 137	10	Handling Difficult People (10 Days)
19	CSM 140	5	Board Secretary Program (ICSA)
20	CSM 201	5	PR Impact Measurement and KPI’s Framework
21	CSM 205	5	Public Relations and Communication Skills
22	CSM 210	5	Advanced Public Relations and Media Skills
23	CSM 215	10	Public Relations and Communication Skills (10 Days)
24	CSM 220	5	Public Outreach Sessions Planning
25	CSM 225	5	Public Relations in Leadership and Governance
26	CSM 230	5	Public Relations and Protocol Management
27	CSM 300	5	Modern Skills in Managing Government Relations and Clearing Transactions

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	TEM 101	5	Training of Trainers (TOT)
02	TEM 102	5	Training Needs Analysis and Evaluation
03	TEM 103	5	Effective Training Techniques
04	TEM 104	5	Skills of Training Coordinators
05	TEM 104B	10	Skills of Training Coordinators & Training of Trainers (TOT) (10 Days)
06	TEM 105	5	Training Management‏
07	TEM 106	5	Innovation and Creativity in Education
08	TEM 107	5	Effective Teaching Certificate (ETC)
09	TEM 108	5	Applications of Quality Concepts in the Educational Process
10	TEM 109	10	Effective Training Features (10 Days)
11	TEM 110	5	Excellence Journey of Universities in the 21st Century: Leadership Program for Academic Executives
12	TEM 111	5	Training and Development
13	TEM 112	5	Effective Class Managemnet for Superior Learning Outcomes
14	TEM 113	5	Mastering Learning Styles for Enhanced Teaching
15	TEM 114	5	Understanding Multiple Intelligence for Higher Learning Performance
16	TEM 115	5	Effective Instructional Design Strategies for Training in Education, Industry and Business

NO	CODE	# DAYS	COURSE TITLE (Click Course Title For Details)
01	MCR 101	5	Customer Relationship Management
02	MCR 103	5	Customer Profiling Techniques
03	MCR 104	5	Customer Relations and Business Development Skills
04	MCR 105	5	Customer Service Skills
05	MCR 106	5