Institute Of Service Excellence-ISEL

The Institute of Service Excellence (ISEL) offers NITA-certified training programs to help businesses enhance customer service, team productivity, and leadership skills.

The  Institute of Service Excellence (ISEL)  is a limited liability organization incorporated in Kenya. We have been in existence since 2018. ISEL works with companies that seek to build loyal relationships with their customers and employees. We are a NITA-certified organization that offers training in the following areas:

1. Customer Service Training

Objective: Equip businesses and their teams with essential skills to enhance customer satisfaction and loyalty.

Content: Training on effective communication, handling customer complaints, exceeding customer expectations, building long-term relationships, and creating a customer-first culture.

Outcome: Improved customer service experiences leading to higher retention and brand advocacy.

2. Business Communication

Objective: Improve internal and external communication for businesses, fostering a professional, clear, and effective exchange of information.

Content: Focus on email etiquette, presentation skills, public speaking, written communication, and conflict resolution.

Outcome: Enhanced team collaboration, better customer communication, and reduced misunderstandings.

3. Digital Marketing Training

Objective: Equip participants with digital marketing strategies and tools to grow their business presence online.

Content: Training on social media marketing, content marketing, SEO, SEM, analytics, email marketing, and paid advertising.

Outcome: Businesses will have the tools to build strong online brands, engage their target audience effectively, and drive digital conversions.

4. Leadership Development

Objective: Develop leadership capabilities in both current and aspiring leaders to drive growth, motivate teams, and navigate change effectively.

Content: Leadership styles, emotional intelligence, decision-making, team building, conflict resolution, and strategic thinking.

Outcome: More capable leaders who can inspire their teams, improve productivity, and align organizational goals with action.

5. Sales Excellence

Objective: Improve sales techniques to drive business growth by enhancing negotiation skills, understanding customer needs, and closing deals effectively.

Content: Sales strategies, consultative selling, prospecting, relationship building, and objection handling.

Outcome: Teams that can deliver higher sales performance, build strong client relationships, and close deals with confidence.

6. Customer Experience (CX) Strategy Development

Objective: Help companies design and implement a customer experience strategy that aligns with their brand promise.

Content: CX strategy workshops, mapping customer journeys, identifying pain points, and creating initiatives to improve overall customer satisfaction.

Outcome: Companies will improve their customer interactions, retain more clients, and increase overall satisfaction.

7. Mystery Shopping

Objective: Evaluate the quality of service provided by a business from a customer’s perspective.

Content: ISEL conducts anonymous assessments of customer service processes, store or branch experiences, and overall customer interaction quality.

Outcome: Businesses gain insights into their service gaps and areas for improvement.

8. Net Promoter Score (NPS) Initiatives

Objective: Measure customer loyalty and predict business growth based on customer satisfaction.

Content: Implementing NPS surveys, analyzing feedback, and recommending actions to improve loyalty and reduce customer churn.

Outcome: A measurable increase in customer satisfaction and improved brand reputation.

These services help businesses elevate their performance by improving customer relationships, team productivity, and overall service delivery.



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