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.