ITI

Interra
Training
Institute

Corporate
Training Brochure
 About ITI

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At the Interra Training Institute (ITI), we strive to contribute to the growth
and profitability of your organization by providing the appropriate tools
and training necessary for job excellence and career advancement. We have
been working with businesses like yours since 2005, and draw upon our
vast experience spanning across industries, business functions, countries
and culture to deliever a value-adding experience for your most valuable
assets - your people.

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 Leadership
Development

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 This leadership training is aimed at enabling participants accomplish
their potentials through: team building, strategic planning and decision
making. These courses will teach valuable insights, proven to work in a “real
world” environment. The course will improve participant’s performance by
increasing effective leadership skills which will enable them be ready to meet
the difficult challenges of today’s economy and business world.

Course Summary

Duration 2 Days
Our leadership training programs benefits anyone who interacts
with internal or external customers, project team leaders,
Audience employees who serve on teams or managers who want to enhance
other skills through team leadership development in order to
achieve outstanding results.
• Developing Leadership Competencies
• Essential Management Skills
• Building and Developing Productive People
• Enhancing Workplace Productivity
Courses • Developing Personal Leadership
• Achieving Organizational Results
• Defining the Performance Process
• Appraisal Systems and the Coaching Process

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 Introduction to Customer
Service Principles

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 Our customer service-training package is focused on transforming
organizations from being Product-Focused to Customer-Centric.
Participants will learn the essential skills necessary to deliver an excellent
customer service through live exercises and group activities. The expected
outcome includes: active listening, effective communication, call ethics
& time management. The course ensures that participants can transfer
these skills to the job.

Course Summary

Duration 2 Days
This course is recommended for Contact Center Agents, all
Audience Customer-Facing employees and Support Personnel. Front Desk
officiers will find this particularly useful.
• Learn how to empower customer service in the organization
• How to measure and reward great customer service
Outcome • Improve first call resolution
• Understand how to increase productivity and good service

• Proactive Customer Service

• An Overview to the Dynamic Contact Center Profession
• Service Mentality
Courses
• Essential Elements of Internal Customer Service
• An Overview to Killer phrases
• Telephone managemenet Skills

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 Advanced
Customer Service &
Telemarketing

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 This module is intended to introduce participants to advanced customer
service skills. The goal is to reinforce positive service practices and a strong
set of customer service values to keep service skills and strategies fresh in
the minds of employees. Simply put, the higher quality customer service you
provide, the higher level of customer satisfaction you will enjoy, and that will
translate into repeat business and more revenue.

Course Summary

Duration 2 Days
This training is recommended for Customer Relationship Managers, Contact
Audience Center Supervisors, Back Office Team Service Representatives & Experienced
Customer Service Personnel
• Improved staff morale and increased turnover
• Improved customer satisfaction index
• Increased call resolution rates
• A common service language
Outcome
• The quality assurance course provides participants with an
understanding of quality principles and techniques aimed at
enhancing quality assurance systems in a call center or company
• Increase in company sales through telemarketing

• From Curt to Courteous

• Building trust and rapport
• Dealing with mother Tongue Interference
• How the power of attitude helps resolve challenging situations
• Service Recovery
Courses
• Contact center Management
• The A+ Agent
• Maintaining Customer relationships
• Telemarketing/tele sales
• Quality Assurance
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 Principles of Customer
Relationship Management

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 With the Mammoth degree of competition in the market place, an effective competitive
strategy would be to place significant amount of resource into client retention business
process. The expected outcome of these steps would be to ensure you not only maintain
revenue generating business relationships, but to get more and more businesses from
them via upselling opportunities, cross selling opportunities and business referrals.

Our Customer Relationship Management (CRM) program is designed at arming;

Sales and Marketing executives, Business Development Executives, Business Account
Managers with these contemporary skills and tools required to develop (and maintain)
value adding business relationships with clients on a one to one basis(not the traditional
blanket relationships). This skill set is particularly useful for organizations on a mission
to transform from being product emphatic to customer emphatic.

Duration 3 Days

This training is recommended for Sales and Marketing executives, Business

Audience
Development Executives and Business Account Managers

At this program’s conclusion, participants should be able to:

• Analyze the different components of a CRM Strategy
Outcome • Develop an understanding of the terms and benefits of CRM on a
company’s bottom line
• Carry out aggressive upselling and cross-selling

• Analyzing Different Components of a CRM Strategy

• Principles of Upselling and Cross-Selling
• Understanding the benefits of a CRM Strategy your organization
(group discussion)
Courses
• Introduction to CRM tools
• CRM tools and your sales process
• CRM tools and your sales process (hands on)
• Course Project
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 Advanced Customer
Relationship Management

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 One safe and realistic method some organizations use in sales forecasting is to analyze
and manipulate information/data/behavior of their current customers. Consequently
such an organization would have to build a robust customer relationship strategy that
ensure their customer retention rate is not less than excellent. It is also imperative that
the CRM strategy should directly or indirectly stimulate customer loyalty.

This course equips delegates in sales management and executive management with the
skills and tools required to develop CRM business strategies that optimize profitability,
revenue and customer lifetime value. Delegates will also learn how to use CRM tools to
manage and enhance the productivity of their sale team.

Duration 3 Days

This training is recommended for Sales and Marketing executives, Business

Audience
Development Executives and Business Account Managers

Expected Outcome for Advanced Customer Relationship Management:

• Develop and implement advanced CRM strategies
• Enhance your customer loyalty
• Define a sales process that leads to up sales and cross sales
Outcome
• Using a CRM tool for team productivity enhancement not
monitoring
• Implementation of an Enterprise CRM: The role of the sales
management team

• Developing an advance value adding CRM strategy

• Designing a Sales process that assures customer loyalty
• Advanced Up selling and cross selling techniques
• Using Catalytic Measures to Improve CRM
Courses
• Choosing the right CRM for your organization
• Enterprise CRM tool implementation: the role of the sales
management
• Project Presentation
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Training Calender
LEADERSHIP DEVELOPMENT NO OF RUNS DURATION March
Developing Leadership Competencies
Essential Management Skills
Building and Developing Productive People
Enhancing Workplace Productivity
3 2days 3rd - 4th
Developing Personal Leadership
Achieving Organizational Results
Defining the Performance Process
Appraisal Systems and the Coaching Process
INTRODUCTION TO CUSTOMER SERVICE PRINCIPLE NO OF RUNS DURATION March
Proactive Customer Service
An Overview to the Dynamic Contact Center Profession
Service Mentality
4 2days 17th - 18th
Essential Elements of Internal Customer Service
An Overview to Killer phrases
Basic Telephone Skills
ADVANCED CUSTOMER SERVICE NO OF RUNS DURATION March
From Curt to Courteous
Building trust and rapport
Dealing with mother Tongue Interference
How the power of attitude helps resolve challenging situations
Service Recovery
4 4days 28th - 31st
Contact center Management
The A+ Agent
Maintaining Customer Relationships
Telemarketing
Quality Assurance
PRINCIPLES OF CUSTOMER RELATIONSHIP MANAGEMENT
Analyzing Different Components of a CRM Strategy
Principles of Upselling and Cross-Selling
Understanding the benefits of a CRM Strategy your organization (group
discussion)
3 3 days
Introduction to CRM tools
CRM tools and your sales process
CRM tools and your sales process (hands on)
Course Project
ADVANCED CUSTOMER RELATIONSHIP MANAGEMENT
Developing an advance value adding CRM strategy
Designing a Sales process that assures customer loyalty
Advanced Up selling and cross selling techniques
Using Catalytic Measures to Improve CRM 3 3days
Choosing the right CRM for your organization
Enterprise CRM tool implementation: the role of the sales management
Project Presentation

***Note: We go beyond our training syllabus to develop courses that suit your organizational needs
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 April May June July August September October November

8th - 9th

9th - 10th

April May June July August September October November

12th - 13th 4th - 5th 3rd - 4th

April May June July August September October November

7th - 10th 6th - 9th 15th - 18th

13th - 15th 6th - 8th 26th - 28th

25th - 27th 17th - 19th 9th - 11th

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 Training Experience
Interra Training Institute has proven expertise in capacity building training which is
achieved through our strong training partners.

Engagement – Participants find our trainings engaging. The continuous attentions

and interest is generated by encouraging lively hands-on participation by providing
real life scenarios.

Multi-media – We include videos and animated slides to keep the interest high.

Simplicity – No matter how complex the materials appear, we deliver it in the

simplest form that makes it easy for participants to absorb.

Exercises – While we keep knowledge, skills and attitude in close balance, we focus
on more skill development through carefully chosen hands-on real life exercises.

Below is a list of some of our clients;

ITI
Interra
Training
Institute

NIGERIA 14A Apapa Lane, No 5 Coal City Garden Estate, UNITED STATES
Ground & 1st Floor , BOA Plaza, Dolphin Estate, Ikoyi, Off Okpara Avenue, 2001 Martin Luther King Jr. Drive,
Independence Drive, Lagos. Enugu State. Suite 301, Atlanta, GA 30310.
Central Business District,
Abuja, FCT. PHONE: +234(0)700 INTERRA PHONE: +234(0)700 INTERRA PHONE: +1 (404) 961 6650
eMAIL: [email protected] eMAIL: [email protected] FAX: +1 (404) 564 6495
PHONE: +234(0)700 INTERRA eMAIL: [email protected]
+234(0)9 780 9340
eMAIL: [email protected]