Atton Institute

Course details

Course overview

Times when organization structure was built mainly around sales and authoritarian management are gone, and nowadays successful companies are focused on their employees and building great teams. Finding the right people for a company is the hard and challenging task, and this is especially true when HR is appointed to put together and build a successful Customer Experience team.

Building great CX team demands right attitude and skills along with professional confidence on all the particulars of the nowadays CX challenges and the related qualifications and skills CX team members must possess. On this course, HR pros are equipped with all tools and knowledge that enable effective structuring and managing of Client Experience Team. Course studies all the essentials and advanced practices of HR Management on hiring right employees and further retention and motivation tactics with the target to build the winning CX team.

Atton Institute course attendees master their HRM skills on the particulars of CX and associated personnel requirements. The masterclass delivers the professional view on:

• Challenges of Customer Experience Management and team building
• Setting the best HR standards for client experience team
• Make the exact and complete job design for perfect CX team members
• Evaluate an existing team and find potential for improvements
• Develop advanced program for motivation and results achievement

Course Content

• Defining and understanding the Substance of Customer Experience (CX)
• Studying the essentials and objectives of successful HR Management
• Setting the right Standards of HR Management for Consumer Experience Team
• Fundamentals of avoiding potential faults in Recruitment and Management
• Particular skills essentials in HRM and structuring for Client Experience Team
• Importance of HR for Consumer Experience and Key elements HR can impact
• Satisfaction of employees and its link with Loyalty & Happiness of customers
• Job Analysis & Design for building superior Client Experience Team
• Assessment of the Existing Team from the perspective of CX Management
• Competent selection of new candidates – Standards, Trends, Tools, Top Tips
• Trainings and professional Development of new and existing Team Members
• Increasing role of Education and Trainings for Client-Oriented business
• Use of the latest Methodologies in Administration & Performance Management
• Employees development & retention as the tool for Productivity Increase
• Detailed look into available types of Motivation and forming Positive Morale
• Global present and future aspects of international team building and management
• International Businesses with amazing CX teams and making your action plan

What will you gain

By the completion of this intense course, its attendees get the perfect overview and master their professional knowledge. The course lets you:

• Know the essentials of HR management adapted to the modern business world
• Study how to make the right choice in the course of selection and recruiting
• Expand your potential and skills as HR professional for career growth
• Evaluate the existing results and best means to improve the team performance
• Build an efficient plan for trainings of new and existing CX team members
• Apply modern principles of employees’ performance management
• Increase the earnings and efficiency via improved performance of your team
• Align standards of your organization to the best global models
• Use the obtained HRM knowledge and boost your and team’s performance
• Identify the opportunities for great improvements in a company
• Develop detailed strategy for building excellent Customer Experience Team

Course details

Course overview

Call Centre is essential and crucial part of any growing and ambitious company in the modern business world. Despite the availability of new channels of interaction with customers - social media and alike, the phone is still one of the best tools to make your clients hear you and vice versa. That`s why professional call centre operations manager plays such a significant role.

This course provides all required techniques, skills and tools for successful fulfilment of call centre Operations Manager Duties. Participants get certification on the possession to apply best and newest practices and to set high standards of up-to-date call centre operations. The course studies the importance of qualified and well-managed team and the advanced methods of HR management to achieve best day-to-day working environment and high level of efficiency. We expose the insights of the best and systematic approach for the achievement of call centre operations Excellency.

Beside the benefits mentioned participants study the areas of various additional competencies that are part of the today’s professionalism, and these include:

• Standards, prerequisites and central elements of successful contact centre
• Exploring the structure for operations for the best-performing call centre
• Looking closer at customer expectations to improve main work processes
• Bring the etiquette and communication skills of your team to perfection
• Know the ways to optimize costs and increase performance of a call centre

Course Content

• Call Centre definition, responsibilities, services, and tasks
• Classification of Contact Centres and authentication of its main Essentials
• Critical structure and elements of the Successful Call Centre Operations
• Understanding the standards for Customer Service Excellence for Contact Centre
• Efficient tactics and norms to manage Internal and External Clients Expectation
• Call Centre operations as an Independent department and as Part of a Company
• Must-have Equipment and Technologies for contemporary Call Centre
• Contact Centre Communication and Etiquette Essentials for maintaining Efficiency
• HR Manager job role, tasks, and responsibilities for Contact Centre Management
• Training and Professional Development of new and existing employees
• Call Centre Operational Costs Structure and solutions for Efficiency Optimization
• Increasing overall Efficiency while keeping Customer Service quality in Vision
• Primary components for successful Management of Contact Centre Excellence
• Aspect of Teamwork, Communication Skills and interpersonal Skills in Call Centre
• Contact Centre Operational Efficiency and selecting and right Data and Metrics
• Revising guidance and tips on how to implement the course knowledge in Praxis

What will you gain

The Atton Institute Certification as the Manager for the Call Centre operations lets you:

• Achieve and systematically maintain operations excellence of a Call Centre
• Boost your career by improvement of your professional skills as call Centre Manager
• Improve the level of client service and impact the overall customer experience
• Increase contact center financials and key effectiveness performance indicators
• Study processes to be implemented to achieve constant quality level
• Possess practices making customers phone interaction to be the positive experience
• Overcome stress and be confident in handling any difficulties with professionalism
• Know the best HR practices that positively impact your team management results
• Discover the keys to building successful employees motivation and retention plan
• Know the best contact center latest tools, equipment and technologies
• Be able to make the Call Centre achieving the outstanding results for your client

Course details

Course overview

The emails are virtually the only type of written communication that keeps its significance and has clear positions in the era of Facebook, messengers and other digital tools. It is highly useful, reliable and trusted communication means. It is evident that emails are not going to lose its position in the nearby future. Thus all professionals must possess email skills and etiquette mastered to perfection.

This Atton Institute course provides all the necessary knowledge on modern email writing and handling essentials, right structuring and vital rules to follow. It delivers top tips on how to bring your email efficiency to the highest level using the special tactics and best practices and tools. Turn the daily routine into your professional advantage and study how to simplify handling emails and advance your skills to the internationally recognized global standards. Write emails which are clear and have high impact and handle all your email correspondence faster than ever before.

Bring your email writing skills & etiquette to the new level using the unique knowledge for your workplace on how to:

• Make the excellent message structure for each email
• Know how to make a great first impression of the entire email
• Possess the best praxis to increase your timing efficiency
• Understand how to prevent possible potential risks of email
• Grasp the essentials of daily informational security standards

Course Content

• Introducing the History and Present of Written Correspondence & Etiquette
• Business Correspondence importance with Internal and External Clients
• Getting started – forming the professional attitude for Effective Message Delivery
• Short review of existing Correspondence Types and its Particulars
• Multichannel Approach – next generation of Interpersonal Communications
• Email as one of the most efficient ways of Written Business Communication
• Understanding the Advantages and Disadvantages of email Client Correspondence
• Creating perfect structure: important Elements to Master the Email Correspondence
• Key Rules to follow to achieve the Perfection of Email Correspondence at workplace
• Writing specifications, rules of formality, multicultural features and etiquette
• Professional tips for bringing the Email Effectiveness and use to the next Level
• Pitfalls and guidelines to be aware of within Email Correspondence with Customers
• Analysing and preventing various Potential Risks of Emails
• Fundamentals of ensuring Information Security - email Policies and Security
• Summarizing the facts and skills gained throughout the course

What will you gain

On this intensive and highly practical course you will study various essentials and rules which greatly help you at your workplace. You would:

• Master effective email writing to achieve clarity and successful communication
• Possess excellency and efficiency in the written business correspondence
• Learn specifications and rules of numerous writing styles and protocols
• Possess praxis skills when preparing messages for your email recipients
• Learn to write for readers – make your messages easy to read and understand
• Know formatting and structuring messages guidelines for flawless readability
• Utilize practical tools that help to perfect grammar as it really matters
• Find out the most common mistakes in writing and how to avoid them
• Master the inbox handling using core principles and email functions
• Boost your professionalism and get the opportunity to stand out at work
• Possess variety of practical tips be implemented on day-to-day basis

Course details

Course overview

One of the main reasons why businesses may succeed or fail is the quality of service they provide to their customers. Service Quality standards mean satisfying the needs and requirements of clients and keeping them coming back. This results continued success in the form of efficiency of marketing, increase in sales, established market share, motivated employees and solid revenue growth.

The objective for any organization shall be to know the level of service your clients want and to be able to satisfy these wants. Proficiency in service quality makes customers of a company or a non-commercial entity truly happy and loyal. This course Atton Institute studies the core elements of client satisfaction and how to identify and prioritize customer needs. It explores the importance of setting and meeting consumer expectation to safeguard entity image, performance and sales.

The course covers specific topics that expand the knowledge and competency on mechanisms of Customer Satisfaction and Service Quality, and reveals how to:

• Utilize the concept of meeting and exceeding clients expectations
• Develop insights on Consumer Satisfaction via customer scorecard
• Reveal the right facts of delivering the Client Satisfaction
• Know the significance of professional skills for overall success
• Apply professional methods to monitor clients satisfaction

Course Content

• Recognizing the needs and expectations of internal and external Customers
• Concept of meeting and exceeding Expectations to achieve best Service Quality
• Changing environment of Consumers Expectations and Wants and future outlook
• Service Quality challenges and its influence on your Company and your Workplace
• Company performance and its direct interrelation with Service Quality
• Introduction of Service Quality Management on all Company Levels
• Service Quality tools & techniques: practical approach to Excellent Service Quality
• Six Sigma Management Guide as the evidenced strategy to Improve Performance
• Customers Satisfaction as the great tool to increase Product or Service Value
• Importance of Consumer Satisfaction and monitoring and developing its Insights
• Competency to hear and respond to the Voices of your Customers & Case Studies
• Creating effective Client Service ‘touch points’ within your Company
• Team skills and emotional intelligence to deliver outstanding Consumer Satisfaction
• Client Satisfaction Leadership Management within Client - Focused companies
• Competency of measurement and monitoring Customer Satisfaction level
• Client Satisfaction and Retention and its role in the overall Company Success
• Developing practical implementation Plan using Latest Tools and Techniques

What will you gain

The course delivers highly valuable knowledge and skills on various aspects of client satisfaction, and upon its completion you would be able to:

• Recognize the relationship between service quality and customer satisfaction
• Develop understanding of internal and external customer expectations
• Get great prospect for career growth via evolution of your professional competencies
• Understand the importance of Customer Satisfaction for your organization
• Build strong client relationships that increase your organization`s standing
• Implement efficient Client Satisfaction management structure and system
• Learn buyer satisfaction measurement tools and techniques
• Understand the modern ways and means to improve the customer satisfaction
• Set high customer service standards that increase profits and ROI
• Build excellent Client centric culture to achieve great personal growth
• Improve customer satisfaction and service quality with detailed plan

Course details

Course overview

Top executives shall always keep their focus on the long-term perspectives on marketing and sales as it defines the company`s expansion & success. The well-designed marketing & sales strategy is the highest priority as it predetermines the way the company is going to develop and grow. Today’s fast-evolving business environment makes this task particularly interesting and challenging.

This Atton Institute course helps business owners, top managers, department heads, CEOs and other executives to build comprehensive strategies for Marketing & Sales growth. It explores the key elements that every leader must possess and covers essentials of modern business landscape and how to utilize the most efficient practices within your leadership & strategy execution. It also studies the role of powerful team and motivation and engagement. Rediscover your role as the executive and boost performance on all levels to become the true and indisputable market leader.

Take the new look at your work and organization, learn the issues that upsurge your leadership results and company efficiency and equip you with the knowledge on how to:

• Know the compulsory professional credentials of today’s successful executive
• Have the right vision on your actual product value and selling points
• Review the changing business landscape with customer in focus approach
• Know how to make company`s workflow more efficient and productive
• Understand the key points of every successful marketing & sales strategy

Course Content

• The role of Executive of the future and the obligatory Professional Advancement
• Improvement of Performance of your company via Customer in Focus approach
• Consumer-Focus marketing and sales for successful Management Results
• Seeing Marketing Value differently – what needs to be changed right away
• Plan – implement - adjust - approach – strategy path in the changing environment
• Qualified tactics in understanding the Key factors of Successful Marketing & Sales
• True value of Client-Focused Sales and After-Sales for overall results
• Role of Education of Company Team in achievement of Executive Performance
• The Powerful Secret Resources each company has and how to Activate such
• Elements and factors for successfully deploying your Marketing & Sales Strategy
• Co-ordination of your Plan with different departments and with the existing work flows
• Recognizing the true Value of your Product or Service from the Client Standpoint
• Building Consumers Trust – what it means in the nowadays highly dynamic scene
• Your leadership role as the Executive – Guidelines to keep you focused and efficient
• Case studies from top companies – high-value Learning from Success Stories

What will you gain

Once you have completed this executive course you enhance your skills and are able to:

• Create a strategy that exponentially boosts the efficiency of Marketing & Sales
• Identify your true responsibilities and leadership tasks as the Executive
• Develop customer focus approach for all processes within your organization
• Study how to monitor clients buying decisions and make strategy adjustments
• Implement the secret resources in your company you did not know about
• Build client service ethics to increase customers` retention and loyalty
• Master the steps of consistent integration of new strategy at your company
• Establish new standards of service to make consumers fall in love with your brand
• Minimize marketing & sales costs by applying the customer-focused approach
• Maximize efficiency of your team by applying the best motivation methods
• Use powerful executive tactics to expressively increase revenues of the company

Course details

Course overview

The digital world, particularly the digital marketing, offers businesses best channels to market and sell its products and services, deliver customer support and build relationships with new and existing customers. To achieve it you need the expertise and comprehensive approach to digital marketing and essential skills to use its main tools and components.

Digital Marketing is the fast-evolving area thus to succeed in the overall Marketing strategy everyone must be equipped with the latest information on the best applicable Digital Marketing practices. This information is delivered to you within our practical and intensive Masterclass which provides the knowledge on how to upsurge your marketing results with the help of Digital Marketing. On this short course you will study how to use effective digital marketing solutions such as various web platforms, social media, and other digital marketing channels to effectively reach your target audience for business promotion, marketing and brand positioning.

The short and intensive masterclass provides you the expertise and knowledge on such matters as:

• Understanding of the entire landscape of digital advertising
• Defining and attracting your digital environment target audience
• Utilizing the advanced tools to reach your audience for efficient marketing
• Making assessment of business reputation, products and services
• Creating advanced digital marketing strategy and action plan

Course Content

• Overview of current Digital Marketing trends, challenges and opportunities
• Key elements of Professional Digital Marketing scene – categories & channels
• Role of the Digital Marketing for professional & career development
• Digital Marketing fundamentals and its vital role in Customer Service
• Search Engine and Paid Marketing from the standpoint of client`s View
• Social Media Marketing as the nowadays means of Interaction with Clients
• Video is better than Thousand Words – role and effective use of Videos
• Email Marketing – overview, Rules to follow, useful Professional Tips
• Marketing in the Mobile World – scenery and its usage to reach your Customers
• Online Display Advertising expertise – how to master your Winning Strategy
• Business Reputation Management – taking care of your Online Brand Image
• Digital World and the Law – building Online Presence in line with Regulations
• Where Digital Marketing and Smart Technologies meet – latest trends
• Revealing how to Know and Impact consumer`s views via Digital Marketing
• Looking into the Future of development of Digital Marketing Ecosystem
• Course Summary and central data, implementation practice and Case Studies

What will you gain

Upon completion of this Masterclass participants obtain the knowledge and skills on how to:

• Possess expertise on effective digital marketing plan and strategy
• Study the key digital marketing tools and its most powerful features
• Use the gained unique mastery on digital tools for professional growth
• Master the two-ways communication skills with clients via social media
• Improve websites and other online presence to achieve best outcome
• Build long lasting clients relationships and user-centric consumer experience
• Manage the usage of mobile solutions for controlling the digital scenery
• Study the right online media channels to achieve highest outcome and results
• Recognize the power of analytics to improve campaigns performance
• Boost over short time your professional growth and secure demanded skills
• Understand the present and future of the digital marketing ecosystem

Course details

Course overview

Customer Experience (CX) means the outcome from the interaction between company and its clients. The quality of clients’ interaction with a company defines the general business image and reputation. Due to its clear importance Customer Experience has become the critical element that can result success or failure in the existing business environment.

In this course, participants study all the professional insights on the best praxis of Buyer Experience Management. The course covers all the fundamental topics on how to understand the needs and expectations of your consumers, the overall role of CX along with specific issues such as how to achieve loyalty and happiness and to deliver the outstanding digital experience. It also provides the skills to act in the multicultural global environment. This course is perfect to gain the wide-ranging overview and knowledge on Shopper Experience and all its important elements.

On the course you will also gain the professional knowledge and endorsed skills on:

• Understanding your customers and their expectations
• Developing and Setting Winning Client Experience praxis
• Improving Consumer Journey standards and process flow for
• Setting best praxis on customers satisfaction and loyalty
• Practical implementation of CX and results assessment

Course Content

• Essentials of Customer Experience and its Impact on different companies
• Understanding and meeting your Consumers Needs and Expectations
• Role and requirements of Client Experience Management (CEM)
• Exposing the reasons and consequences of Consumers Behaviour Changes
• Right designing of Client Experience determined by type of Business
• McKinsey method of Client Experience Measurement Pyramid
• Defining and setting Professional CX benchmark for your company
• Improving Customer Journey to achieve the excellent Customer Experience
• Programs of Happiness and positive attitude Worldwide and in the UAE
• Consumers Happiness initiative in Private and Government sectors
• Predicting the future of Digital CX and Smart Technologies
• Central principles of providing the Excellent Multicultural CX
• Setting high Standards of Buyer Experience for Modern Business
• Competent evaluation of our company CX from Client point of View
• Guide on the Efficient Methods to Deliver Unforgettable CX
• Analysing Business Cases and best Praxis of International Companies

What will you gain

Upon attending this short and intensive course of Atton Institute you learn how to:

• Establish the right balance of customer experience and business policies
• Study what customers really want from your company and your CX team
• Boost your career with the Endorsed Professional knowledge that supports you
• Identify strategy to create remarkable client experience internally and externally
• Master ways and techniques to deal with clients` expectations and wants
• Develop a Consumer Journey which is perfectly adapted to the company structure
• Improve professional strategy for implementing requirements for happiness
• Develop programs that help to increase loyalty customers and retention rate
• Work in multicultural environment with the maximum efficiency and expertise
• Enhance the ranking of the company on the market by providing excellent CX
• Know up-to-date on the latest global CX trends, facts and challenges

Course details

Course overview

In the present market situation, the ones who decide the success or failure of a business are the customers. They vote with their money, opinions and reviews as to whether a business will flourish or fall on hard times. Thus, understanding your clients and delivering quality customer service (which then converts into Client Experience) has become a matter of the highest importance.

All forms of client interaction with a company- from initial info request all the way to aftersales support –form the overall CX (Customer Experience). In this course, participants study and obtain a comprehensive and detailed understanding of what customer experience is and how to achieve the best CX results. CX is a strategy which must be formed and implemented into a business’ DNA to secure its development and growth, and this course delivers the knowledge and skills on how to achieve this objective. This course exposes the strategies of excellent Customer Experience Management that can help you to understand your customers better and ultimately increase the profits of your organization.

The course examines the fundamental concept and pillars of the Client Journey and provides the information and strategies on achieving customer experience excellence. Included in the course are the following key topics:

• Understanding the methods of Consumer Experience Management
• Exploring the key elements of a Buyer Experience Program
• Assessing the current status of CX from the customer’s point of view
• Adjusting a company’s CX strategy according to the type of business
• Setting essential standards for the Digital Shopper Experience

Course content

DAY ONE

• Customer Experience (CX) Management Essentials and its growing Role in business
• Internal and External Customers: paying the right attention to both Groups
• Definition, Importance and Key Pillars of Customer Experience Management (CEM)
• Strategy for understanding Client Needs and meeting Expectations
• Concept of continuously providing exceptional Consumer Service
• Changing landscape of Consumers Expectations and Wants and upcoming trends

DAY TWO

• Elements of Consumer Experience measurement and the McKinsey Method
• How Customer Experience and Expectations depend on the Business type
• Expectations and forecast on Digital Experience and why it is so important
• Professional Secrets on how to deliver a Great Client Experience
• Top Techniques on how to measure and appraise the results of CX Management
• Designing the Customer Journey – pillars to enhance the Overall Client Experience

DAY THREE

• Setting Standards and controlling Implementation of Consumer Experience Excellence
• Highly efficient control of implementation of CX standards at all levels of the company
• Evaluation of your Current Praxis in various departments from a Customer Standpoint
• Methods for looking at your Business through your Customer’s Eyes
• Understanding the actions to take to improve and adjust the existing CX
• Best Praxis of international companies and Designing and Analysing business cases

What will you gain

This intensive Atton Institute course is designed to provide participants with the key pillars and insights of CX Management. Upon completion, you will:

• Develop business service flow according to the best CX standards
• Explore the substantial value and advantages of the pragmatic CEM model
• Recognize clients’ needs and reasons why and how these are changing
• Learn how to succeed with the right balance between internal and external customers
• Acquire a unique skillset that boosts your professionalism and career
• Build an unforgettable digital experience for your clients to beat the competition
• Master all steps and elements of effective interaction with customers
• Apply principles of the modern shopper experience to achieve loyalty and satisfaction
• Minimize the costs of client service and increase revenue and overall efficiency
• Guarantee your future professional growth by developing greatly in-demand skills
• Study the best praxis of successful companies and apply these methods in your workplace

Course details

Course overview

Direct marketing enables direct communication with customers, both present and potential, and sending them the targeted marketing messages for the subsequent successful sales. The ongoing evolution of the existing and new offline and digital channels and tools of Direct Marketing are turning it into the new chapter of development and opportunities.

This Atton Institute Masterclass reveals how to develop and implement direct marketing campaigns that lead to outstanding Sales results. This intensive training session helps you to build direct marketing campaigns that are efficient and cost-effective. You will study various best practices, techniques, insights and real-world examples of direct marketing and how to omit possible faults. Course participants explore what brings real results in direct marketing and study the range of easy-to-implement successful tactics and consumer psychology principles to achieve the best outcome.

The Masterclass participants build the foundation of knowledge and skills on the concept of the strong interrelationship of Direct Marketing and Sales and learn:

• All major forms of Direct Marketing and how to use the right ones
• Modern Direct Marketing praxis and how technologies change the game
• How to efficiently build Direct Marketing into the entire company strategy
• Methods and best praxis on how to make Sales process effective
• Existing and future landscape of Sales and Direct Marketing​

​Course Content

• Direct Marketing role and principles and its Essence for you and your Customers
• Power of Direct Marketing & Sales – defining efficient approach for Winning Strategy
• Common Types of Direct Marketing and choosing the right one to Outperform Competitors
• Modern Direct Marketing and Digital Technologies – designing the perfect mix
• Consumer and Direct Sales – Targeting and Distribution of Products and Services
• Defining Strategy and Direct Marketing & Sales Plan and measuring the Results
• Implanting Direct Marketing within the context of the company’s overall Strategy
• Top tips to strengthen your company`s strategy and standing with Direct Marketing tools
• Cost cutting on sales channels vs. increase of requirements on support – the right balance
• Sales Fundamentals under the influence of the model of Modern Clients Environment
• Benefits of Direct Marketing for the Sales and optimization of sales cycle
• Direct Marketing & Sales in the Digital World – vital changes of the success formula
• Introducing New Marketing and Sales approach into the present Marketing Strategy
• Understanding the changing Business Scenery resulted by Direct Marketing and Sales
• The landscape of Direct Marketing & Sales – analyzing Current and Future Trends
• Masterclass Summary and analysis of practical training sessions cases

What will you gain

The Masterclass provides the solid foundation and professional know-how on the subject area and lets you feel highly self-confident to:

• Understand the role of direct marketing within the overall company’s marketing plan
• Plan and implement direct marketing campaigns with structured methodology
• Create and implement objectives-driven marketing and sales promotion campaigns
• Find new ways to grow professionally using the advanced direct marketing expertise
• Study and apply the principles of financial control over direct marketing campaigns
• Define the best strategies how Direct Marketing can improve the Sale Process
• Utilize effectively predefined marketing budget to achieve highest results
• Possess the knowledge on how to get best outcome with the latest digital world tools
• Create sustainable value for consumers and as result increase the revenue stream
• Reveal the new prospects of your skills upsurge and professional growth
• Explore the most practical and valuable upcoming trends in Direct Marketing

Course details

Course overview

Do you want to know how your customers are thinking? We believe the answer is “Yes”. Any commercial or non-commercial entity clearly benefits when it understands its customers’ needs and wants. Knowledge of various clients’ behaviour & psychology factors makes you ready for market challenges to achieve the sales targets in combination with consumers’ satisfaction.

This Atton Institute course makes its attendees to rethink the definition and approach to Successful Sales, understand why people buy and how they make decisions, and what actually motivates them to make purchases and become your loyal clients. The training studies wide-ranging practical techniques and tactics that are set for immediate implementing to boost sales. Selling something one time at any cost is not an effective approach for today’s markets. To think long-term and achieve stable clients flow and great sales performance – this is what this course is targeted at.

Besides the highly practical and useful techniques mentioned above, it also covers particular client behaviour and psychology topics, such as:

• Know the key components of successful sales process flow
• Understand psychology on why and how people make buying decisions
• Study the modern behavior of customers and why it is changing
• Use psychology to significantly boost sales and retention rates
• Master the communication skills to achieve superiority in sales

Course Content

• Reviewing the most Essential Component of effective Sales Process
• Definition of Successful Sales – what it really means for Sales Team
• Understanding the Consumers Buying Decision Making Process
• Creating Additional Value of your Product or Service in Clients Minds
• Key Facts how success or failure in Sales and Psychological Behavior
• Buyerology – understanding the scientific Term with Clear Approach
• Reviewing Psychology and Behavior of Modern Buyers and shifting Trends
• The influence of Internet – its significance and how to benefit from it
• Mastering the Art of Influencing and Selling for Winning Strategy
• Psychology of Selling as the tool to Increase the overall Sales
• Psychological Master Keys to increase revenues via Sales Psychology
• Core Selling Skills which need to be Develop to reach Excellence
• Exploring the characteristics Great Salespeople have in Common
• Objection Handling and Negotiations from Psychological point of view
• Top Tips and your personal Action Plan after the masterclass

What will you gain

Upon course study and completion you get the skills and knowledge on how to:

• Boost your competence in sales and increase sales results
• Understand the psychology of selling to improve your levels of success
• Get great opportunity for career development with the gained skills
• Master the influence of personality and how to sell to different people
• Build client relationships based on extensive knowledge of psychology
• Comprehend how sales psychology affects you and the buyers
• Read and use non-verbal tools to enhance your communication skills
• Learn how to anticipate and manage customers’ behavior and objections
• Discover the benefits of psychology for professional development
• Know the common skills and abilities best successful salesmen have
• Improve overall negotiations skills and know what your clients think

Course details

Course overview

Customers in today’s world are more demanding and better informed than ever before. That`s why it is crucial to ensure that buyer experience level meets and, ideally, exceeds expectations. To meet this objective, the solid knowledge of modern business etiquette must be secured and delivered within all forms and phases of interaction with clients.

This masterclass is essential for all professionals who have intensive direct or indirect contacts with customers and aim to warrant that the client experience with company is delivered at the highest level. Course attendees study the main consumer communication etiquette principles, learn the prerequisites of business etiquette and conflict management and explore the full power of various communication channels and techniques. Upon completion of this Atton Institute course, attendees master all the etiquette skills that are required in the today’s business world.

The class extends vision on the importance and power of business etiquette and masters course participants confidentiality with all types of scenarios. The training sessions cover:

• True importance and value of Etiquette and Client Experience
• Particular regulations and norms within international environment
• How to Master communication efficiency and overcome barriers
• How to handle and cope with conflict and uncomfortable situations
• Key points on Dos and Don’ts in different communication scenarios

Course Content

• Importance of Excellent Customer Experience in modern business environment
• Consumer Service Mastery as the resultative tool to Outperform Competition
• Reasons why Consumer Centricity approach guarantees the Winning Strategy
• Business Etiquette – Essentials for everyone who Interacts with Clients
• Email Etiquette skills perfection as a must for Professional Success
• Achieving Telephone Communication Excellence - Telephone Etiquette rules
• Difficult Clients - creating blueprint on how to Resolve various cases Effectively
• CX Communication Etiquette: Mastering interactions – practices from Experts
• How correct Attitude and Etiquette help achieving Customer Care Excellency
• Managing emotions – Techniques how to Control yourself in critical situations
• Handling Conflict Situation correctly and overcoming them with Etiquette Skills
• Understanding the positive Role of Complaints in the modern Consumer World
• Practical aspects of using modern Etiquette Principles in different types of Business
• Clients with Disabilities – International standards and praxis you must identify
• How to succeed when applying the Standards of Etiquette inside a company
• After – course action plan to Master Top Tips of Etiquette principles

What will you gain

Participants Master their etiquette knowledge and skills and upon this course completion are able to:

• Understand importance of Etiquette in a modern world of Customer Service
• Use the principles of Etiquette for career growth by understanding people
• Study insights on how to improve your personal link with online buyers
• Deal and communicate face-to-face with consumers successfully
• Apply psychology tips for making and securing overall positive impression
• Handle complains and possess techniques for dealing with difficult customers
• Interact professionally with clients from different cultures and backgrounds
• Master ways to develop & maintain a positive, customer focused attitude
• Guarantee outstanding consumer service techniques to generate new business
• Advance customers experience & loyalty via great client service
• Improve performance & standards via exceptional etiquette practice

Course details

Course overview

Social Media is a key communication tool for any company to reach its consumers. The ability to professionally utilize the different channels and platforms of social media for marketing purposes has become an essential skill for business owners, marketing professionals and employees at all company levels. It provides true power for successful marketing and communication.

The Atton Institute`s Social Media Marketing Strategy Course uses advanced teaching methods to deliver professional knowledge and skills on how to be heard in a crowded digital market, reach consumers, and hear what your clients are saying. You will study the substance and obtain expertise on how to use numerous Social Media platforms and then apply these tools to skilfully design and implement winning marketing campaigns. The course provides insights on how to develop an efficient Social Media strategy that turns prospects into loyal customers and delivers great outcomes.

This intensive course extends your professional boundaries and skills and empowers you to:

• Understand the full power and impact of Social Media Marketing
• Implement Social Media as a highly effective Marketing tool
• Efficiently utilize the hidden strategy of user-generated content
• Analyse and use data and statistics with maximum efficiency
• Apply cross-channel integration with various marketing elements
• Create SMM strategy that stands out and brings the great results

Course content

DAY ONE

• Overview of the Role of Social Media Marketing and its effect on clients
• Why to use Social Media for Marketing – its advantages and true power
• Types of Social Media – valuable features and choosing the right approach
• Social Media platforms for successful Strategy – analysing the best tools
• Professional strategy on the existing Landscape of Social Media
• How to differentiate your SMM Strategy from competitors and be unique

DAY TWO

• Defining the rights types and platforms for your Specific Objectives
• Utilizing Social Media as a tool to access the Hearts and Minds of your Clients
• How to understand what customers really think, expect and value in Social Media
• Consumer Digital Culture – characteristics, effects, risks, rewards
• User-Generated Content as a highly valuable and effective Element of SMM Strategy
• Credibility – people trust people. Expert tips to utilize the unexploited power

DAY THREE

• Building professional Social Media Marketing Campaigns with a customer-centric approach
• Assessment of your Campaign Success - data collection, analysis and results evaluation
• Cross-Channel Integration – building an extensive market presence for your company
• Latest & future trends in Social Media - being equipped for what’s coming next
• Course group work – design of checklists, practical case studies and assignments
• Strategies and tips for putting your course knowledge into daily praxis

What will you gain

After the completion of this Atton Institute Course, you will become a certified SMM strategy professional and obtain the qualifications below:

• Attain expertise in the essentials of the social media landscape
• Consolidate and master your existing social media knowledge
• Be competent to build outstanding Social Media Campaigns
• Successfully implement Social Media strategies and campaigns
• Effectively create compelling content to increase your online presence
• Attract a larger audience via communication with influencers
• Generate a social media strategy that works and brings results
• Study the current and future trends in the Social Media landscape
• Design an action plan that comprises the key knowledge and tools
• Become a certified SMM Strategist and achieve professional growth
• Possess the best knowledge and expert tips on the subject

Course details

Course overview

One of the main conditions for company success is the effective and long-term relationships with the company’s customers. Communication is the underling factor for the success of such clients’ relationships. It makes prospects to be your existing customers and existing clients to be your long clientele whereby this materializes with minimal or no investments to be done.

Communications is the bottom line for businesses of various types. This intensive course provides the master expertise on how to make your communications to work successfully in the entire company and particularly in the Marketing and Sales. Participants study multiple marketing communication tools and channels of one and two-way communications as well as fundamental communicational behaviour principles. Upon completion, participants are able to transform the exiting marketing plan into the perfectly balanced marketing & communication strategy.

In the intensive course, you will master new insights that bring your business and career to a next level. These include:

• Understand what your customers really want and value
• Know and utilize the best communication channels
• Recognize the importance of ongoing Marketing Dialogue
• Study the real value of concentrating on Customer Experience
• Be fit for the present and future trends in Sales & Marketing

Course Content

• Essentials & understanding how Marketing Communications works
• The role of Marketing Communications and its effect on your Customers
• Communication with your Clients – Mastering Priorities setting and Process Flow
• Exploring various types of Competent Communication with Clients in Focus
• Competent Communication Behaviour and how to achieve Communication Goals
• Advanced Technologies and Trends transforming Communication with Customers
• Increasing influence of Digital Services and Smart Technologies
• The end of Marketing Monologue and importance of the Consumers’ Dialogue
• Critical changes & expanding landscape in Communications and Master Practices
• Main Channels of “Two-Way” communications with Consumer
• The efficient Expert Tools of Modern Communications for Marketing and Sales
• How to use various Marketing Communications tools competently
• Synergy of Marketing and Sales – enhancing the outcome of Clients Communications
• How Marketing and Sales should handle customers` feedback – Comprehensive Plan
• Adding Communication Objectives ingredient into all elements of the Marketing Plan
• Focus on CX - current and future Trends in Marketing Communications

What will you gain

Upon successful study and completion of this Atton Institute course delegates are able to:

• Know the concept of Integrated Marketing Communications
• Use Marketing & Sales communication for professional growth
• Understand the roles and advantages of online and offline channels
• Possess the best key marketing communication tools and techniques
• Develop the consistent integrated cross-media strategy
• Evaluate the communications and results to define success rate
• Master skills on the systematic qualified marketing approach
• Structure marketing & sales communications campaign plan
• Master the professional knowledge and skills in communications
• Obtain key communication principles and recognize its positive impact
• Know the latest objectives and trends in Marketing Communication

Course details

Course overview

Times are changing, and a typical marketing department is no longer sufficient to compete with others. Marketing has evolved to become a game-changer, and therefore a well-defined marketing strategy results in winning the competition race. To build successful marketing tactics, you must understand the principles and aspects of modern customer behaviour, and its associated wants and needs.

Client behaviour is a truly vital aspect of marketing as it reflects consumer reasons and motives – how and why people make decisions. Mastery in understanding consumer behaviour provides the ability to build and adjust marketing campaigns to meet customer demands. This short Atton Institute course teaches you how customers make decisions, what can influence such decisions and how you can understand, predict and impact those decisions. The modern business environment is rapidly reshaping, and this course will ensure you are skilled in managing such challenges.

Open new opportunities for yourself by achieving mastery in marketing and customer behaviour and learn:

• Reasons for rapid changes in consumer behaviour
• Internal and external impacts of customer behaviour
• Best means to research clients’ experience and decision-making
• Use of synergy tactics in marketing and buyer behaviour
• What to anticipate from the future due to recent changes

Course content

DAY ONE

• Introduction to Customer Behaviour and its explicit link with Marketing
• Consumer Behaviour Research and Marketing Strategy Mastery Essentials
• Role of Buyer Behaviour in the overall Marketing Strategy
• Researching Customer Behaviour to understand your potential Customers
• Fundamentals of Marketing and influence of Consumer Behaviour on Marketing
• Marketing in the digital age – Business Ethics and Social Responsibility
• The global marketplace and its tendencies for changes

DAY TWO

• Reasons for rapid Client Behaviour Changes and adaptive strategies
• Flexibility of Marketing strategy as the main trend for coming years
• Internal impacts on Customer Behaviour as the Answer to Customer’s Awareness
• Mastering an active approach on how to educate your customers
• Professional Research on External Impacts on Consumer Behaviour Patterns
• Impact of social media on expectations, consumption pattern & behaviour
• Economic issues and global changes and their direct impact on Client Behaviour

DAY THREE

• Customer Experience & Decision-Making – mastering and controlling it
• Applying the most effective tools to Obtain Meaningful Data on Clients’ Behaviour
• Efficient Marketing Strategy revision and Mastery with Client Emphasis
• Aligning your existing strategy and praxis to the new challenges
• Competent understanding of Buyer Behaviour and forthcoming Changes
• Be ready for changes from intuitive marketing to controlled approach
• Conclusion, Recommendations, and Analyses of Successful Examples

What will you gain

The completion of this intensive Mastery Course gives a full range of benefits:

• Know customer behaviour to achieve greater company results
• Gain insights into the principles and essentials of human behaviour
• Analyse the relationship between psychological and social aspects of behaviour
• Make a big step forward in your knowledge and career advancement
• Study main model of consumer behaviour and its link to marketing
• Define and research buyer behaviour using metrics and KPIs
• Form marketing strategies based on studies of consumer behaviour
• Apply solutions to external strategic challenges and complexities
• Obtain Mastery in the subject and become professionally confident
• Adjust your marketing strategy based on consideration of clients’ motives
• Learn current and forthcoming changes to customer behaviour

Course details

Course overview

For any type of business or government entity to succeed, it must content its customers’ needs and desires, resulting in their satisfaction and loyalty to you. This in turn converts them into clients who come to you over and over again, often bringing new consumers with them. Such satisfied and loyal customers are the core of every success story in the UAE and globally.

The importance of satisfaction and loyalty is difficult to overestimate. In this Masterclass, trainees study the real value of satisfaction and loyalty for their organizations, and understand how to identify and provide superior service, satisfy client expectations and build and maintain loyalty. The Masterclass covers the relevant best practices worldwide to produce and execute a first-rate strategy that will bring your organization to new heights.

Key aspects of customer satisfaction and loyalty as well as personal skills are provided in the course sessions. After the Masterclass you will be able to:

• Recognize all types and key factors of client satisfaction and loyalty
• Get insights about new ways of getting higher Customer Satisfaction
• Maximize the results of consumer loyalty schemes and programs
• Competently measure and monitor Satisfaction and Loyalty indicators
• Apply the latest & best practices to achieve top-level satisfaction and loyalty

Course content

DAY ONE

• Customer Satisfaction & Loyalty – why you must care about it
• Loyalty and Satisfaction of Clients as the Win-Win for business and customers
• How to add Product or Service Value through Customer Satisfaction
• Importance of Consumer Satisfaction and monitoring and developing its Insights
• Team and personal skills that are necessary for delivering Consumer Satisfaction
• Client Satisfaction Leadership Management within Client-Focused companies

DAY TWO

• Customer Satisfaction and Loyalty: Best Practices of a Client-Centric Mind-Set
• Sure-fire ways and methods to come to Loyalty through Mastering Customer Satisfaction
• Defining and understanding the Main Types and Components of clients` Loyalty
• How to foster customers loyalty in the highly volatile marketplace
• Customer Loyalty Schemes and Programs and how to maximize Results
• KPI and Metrics You Must Check for Outstanding Loyalty & Satisfaction Delivery

DAY THREE

• How to Measure and Monitor Satisfaction and Loyalty? Best must-know tools
• Analysing Client Loyalty and Satisfaction element in the workplace
• Client Satisfaction, Retention and Loyalty – Summarizing and Putting in a Work
• Implanting a Loyalty & Satisfaction Programs into the existing Strategy and Praxis
• How to implement the Masterclass strategies in your workplace – Reviewing the real cases
• Best examples of CS praxis in International Companies and Government Initiatives

What will you gain

This certified Atton Institute Masterclass provides participants with all necessary qualifications in Consumers Loyalty and Satisfaction. Upon completion, participants will:

• Build a customer-centric mind-set that influences the organization’s structure
• Understand the importance of Customer Satisfaction for your organization
• Recognize the relationship between customer satisfaction and loyalty
• Get great career prospects via the evolution of your professional competencies
• Implement an efficient Client Satisfaction management structure and system
• Plan and efficiently manage stunning loyalty schemes and programs
• Learn customer satisfaction and loyalty measurement tools and techniques
• Explore the right metrics for measuring the true value of loyalty and satisfaction
• Understand the modern ways and means to improve customer satisfaction
• Enhance customer satisfaction and loyalty with a detailed plan and strategy
• Improve the level of customer satisfaction rate, retention and loyalty
• Design a Clients Loyalty and Satisfaction strategy that will boost growth

Course details

Course overview

Public relations efforts are aimed at presenting a company or a non-commercial entity to the general public and have a crucial impact on its image and positioning. Modern methods, tools and channels have greatly increased ability to reach a wide-ranging audience. PR is truly universal and is advantageous for both large and small businesses. Skills in this area are in high demand for the valuable expertise they provide, thus it has become vital to learn Media and PR essentials even for non-marketing professionals

This Atton Institute course presents the key aspects of public relations along with the strategies that allow participants to increase their efficiency for you and your team. This course is focused on developing crucial skills and competencies in order to act effectively in today’s organisational environment. Competent public relations and media campaigns drive strategic organisational changes, build public opinion and improve the company’s reputation. Well-planned and executed campaigns serve as cost-effective marketing channels and are a valuable method of increasing the entire value and standing of an organisation.

Besides the fundamental skills mentioned above, course attendees study:

• Vital online and offline PR and Media channels for various companies
• How to stand out from the competition with PR and Customer Experience
• How to apply the best praxis for implementing changes that work
• Best measurements to analyze results and make improvements
• Role of technology in the changing landscape of PR and Media

Course content

DAY ONE

• The role of a Product PR Executive from the perspective of the Customer’s Interests
• PR is not for large corporations only – making use of it for various Business Types
• Value of PR and Media for Product & Service promotion and sales
• Global Trends in Public Relations and how to adjust the company’s Marketing Strategy
• The central Objectives of Product PR and Media Relations for professionals
• Creating product Image & Identity as the Point of Differentiation

DAY TWO

• Online and offline PR and Media Channels to Deliver Your Brand Promise
• Omnichannel strategy – qualified proportional mix method
• Roles of your Team Members as Communicators between Company and Clients
• Overcoming communication challenges – top tips from experts
• Customer Service, Consumers Interests & Public Relations in focus
• Best examples and results of Building Brands with Consumer Awareness

DAY THREE

• Product PR and Media – drafting an Action Plan and aligning with existing praxis
• Step-by-step guide on applying your Action Plan with a Systematic Approach
• How to measure Product PR & Media Campaign Success and progress to the next stage
• Role of Technology and Changing Client Expectations in Product PR
• A brief look into the foreseeable Future of the development of PR and Media
• Summary and compiling checklists and an executive action plan

What will you gain

Upon completion of this course, participants are able to:

• Maximize company’s media strength and use accessible media advantages
• Understand when and how to use PR strategies to manage reputation
• Implement effective online PR options and manage digital media
• Acquire and master essential Media and PR skills via highly practical methodologies
• Guarantee that key PR and Media messages are communicated effectively
• Promote products or services without being too promotional
• Target digital and print media and win their support for positive exposure
• Possess key PR skills in all types of communication and editorial techniques
• Prepare, present and deliver effective presentations and data to the public
• Increase your results in PR and Media by implementing the latest technologies
• Build strategic PR campaigns with attention to the latest applicable praxis

Course details

Course overview

Product marketing is the mixture of product, marketing and sales and assists businesses in delivering a well-thought product for the target audience and it successfully positioning on the market. Product Marketing is essential for every entity as it forms competitive advantage and matches products with demands from potential consumers.

The course participants study on examples of Banking and Tourism sectors how to position products or services and increase market awareness and products demand and value. The course explores objectives and structuring of Product Marketing, its types and how to analyse the achieved results. Upon completion of this Atton Institute course attendees are armed with the relevant background that results great outcome in product marketing and placement. Special emphasise is made on forming compelling value propositions for target markets to achieve strategic objectives.

Comparison of Banking and Tourism within this course gives practical vision in the existing realities. It delivers Professional knowledge on such elements as:

• Core elements and types of successful Product Marketing and its role
• The modifications in Product Marketing depending on type business
• Excellent approach for compelling professional value propositions
• Best tools and techniques for exceptional market research & analysis
• Current and upcoming trends and how to be ready for adjustments

Course Content

• Defining the Product Marketing, its main types, categories and benefits
• Product Marketing as the effective investment for revenues increase
• Product Marketing implication on examples of Banking and Hospitality Sectors
• Differences in Product Marketing positioning which are essential to consider
• Product Differentiation for B2B & B2C – common and different points
• Product Marketing objectives with Consumer Centricity principles
• Customer development – defining the target Markets and potential customers
• Positioning & messaging – how to deliver your company`s message with passion
• Defining the PM objectives on example of Corporate Banking and Tourism
• Central phases of Product Marketing Structuring to secure the sales growth
• Making tests, measuring metrics and making adjustment to secure the growth
• How to implement excellent PM into Banking and Tourism businesses
• Making superb Market Research and Analysis of potential consumers needs
• Developing and implementing strategies under consideration of product life-cycle
• Trends of Product Marketing and its influence on Banking and Hospitality areas
• Putting together the course outcome and group Q&A and discussion

What will you gain

The course delivers highly intensive professional content and proficient qualifications for being able to:

• Advance your professional knowledge on product marketing types
• Know the essentials of PM on the sample of Banking and Tourism
• Study strategic marketing objective within product lifecycle
• Develop a product launch strategy and communication plan
• Drive customer acquisition using great number of techniques and tools
• Evaluate the market, competition & trends of modern product marketing
• Implement efficient process for successful product development
• Make accurate forecasts and use them to outperform competitors
• Focus your personal efforts on the most efficient PM elements
• Position products or services to meet market goals and strategies
• Exercise pragmatic strategy for clients engagement programs

Course details

Course overview

Customer Experience (CX) is the result of a combination of all the interactions between a client and a business or non-commercial entity. Positive CX means the interaction is satisfactory, while negative CX indicates that there are some clear points to be upgraded on the product or service side of things. These days CX is the central element of Sales, and thus a great deal of attention must be paid to it.

This Atton course covers numerous aspects of Consumer Experience, clarifies central points on how to understand customers’ needs and expectations, and demonstrates how businesses and non-commercial entities can benefit from using modern technologies. It also thoroughly explores the technological aspects that are especially vital in terms of modern tendencies (such as smart technology and its link to CX). The Digital Client experience has become an integral part of our world, and thus competence and proficiency in this area is a highly in-demand and prized piece of knowledge.

Participants in this CX training with specialization on smart technologies obtain, on top of is the benefits mentioned above, knowledge of the following elements of Digital CX:

• Essentials and role of Customer Experience for all types of entities
• Latest developments and trends in Smart Technologies and Digital CX
• How to perform up-to-date CX analytics using the latest techniques
• Creating ecosystems where CX is be integrated into Smart Technologies
• Developing a practical plan to deliver continuous positive Buyer Experience

Course content

DAY ONE

• Introduction to the Customer Experience and its correct meaning
• Client Experience Essentials and its role for a Company
• Definition, Importance and Key Elements of Customer Experience
• Best Praxis to provide quality Consumer Service Continuously
• Top guiding principles of customer experience that you can't neglect
• Customer Experience Measurement Pyramid – McKinsey Method

DAY TWO

• Reviewing how Technologies help us to understand Consumer Needs & Expectations
• Grasping customers` wants with modern Technology automation
• Changes in Consumer Expectations and Wants due to the influence of Technologies
• Digital Experience as a game-changer – exploring Central Reasons Why
• Where Digital Customer Experience and Smart Technologies Meet
• Smart Tech Transforming CX – what to expect in the near Future

DAY THREE

• What Business can learn about CX from the latest Trends in Smart Technologies
• Risks and challenges of Smart Technologies Implementation and Support
• Looking into the future – Artificial Intelligence and Social Engagement
• How to deliver great Client Experience and analyse Results
• Best praxis of international companies and lessons from them
• Your personal checklist and action plan upon Masterclass completion

What will you gain

The completion of this highly comprehensive and intensive Customer Experience training allows participants to:

• Know all the essentials and elements of the Digital Customer Experience
• Empower yourself to succeed in building great client experience principles
• Study ways to get inside consumers’ minds via smart technology tools
• Diversify skills and increase your professional power with prized knowledge
• Understand the underlying reasons as to why customer expectations are changing
• Learn how business can benefit from the present shift into a digital environment
• Explore technologies that can skyrocket your company to the leaders league
• Get the latest tactics and tips that enhance your work process and outcome
• Receive the newest views and perceptions on subjects you may struggle with
• Increase performance, efficiency and open new opportunities for your career growth
• Know the best praxis of the leading companies and insights on its implementation

Course details

Course overview

Customer centricity is a wide-ranging strategy that requires businesses and non-commercial government entities to focus all their attention and processes around the clients. Such an approach has become inevitable for building a successful model to prosper and shine in today’s modern, competitive and highly dynamic world.

To achieve the objectives and principles of customer centricity, a number of actions must be taken, including adjustments in leadership principles, establishing and following new service standards, and readjusting internal communication flows. On top of this, team training regarding the new vision and approach must be carried out. This Atton Institute course provides all the skills and tools necessary to implement the above changes with the most efficient approach and utilizing the available resources so that you can make your company or government entity truly consumer-centric.

The course covers different topics of customer centricity rules and the key components to bring your professional knowledge to the next level, such as:

• The principles and resources required for a client-in-focus strategy
• The best model to make necessary internal organization changes
• How to increase performance of a commercial or government entity
• Value of consumer feedback to establish a client-centric strategy
• How to measure customer centricity and know how successful you are

Course content

DAY ONE

• Core Rules of Customer-in-Focus approach – understanding needs & wants
• Overview of Client Centricity – reasons why it is so Essential
• Identifying Cultural Changes needed to ensure Buyer-in-Focus strategy
• Designing a Customer-Centric organization to outperform Competition
• Making systematic internal company Changes to achieve Service Perfection
• The crucial role of HR in establishing and managing Consumer-Centric service teams

DAY TWO

• Creating Perfect Fundamentals for Customer-Centric Organisation
• Building Client-Centric standards into a Government entity with a successive approach
• Studying how to leverage a Customer-Centric Strategy to Increase Profitability
• Customer Retention Strategy – tips on improving customer Loyalty and ROI
• Understanding the concept of and Calculating Consumer Lifetime Value
• Best Practices of Customer Centricity for Business and its central characteristics

DAY THREE

• Importance of getting Client Feedback & how to appropriately use It
• Managing and measuring Customer Centricity as a Strategic Management Tool
• Choosing the right Benchmarking methods to evaluate Organizational Improvements
• Developing and implementing the Buyer Centricity Excellence Model
• Best advice and praxis on how to use your Strengths to Avoid Implementation Pitfalls
• Successful implementation of acquired seminar knowledge in the UAE environment

What will you gain

Upon completion of this professional and intensive course, the attendants acquire an overview of the tools and rules of a Customer-Centric Strategy, which empowers them to:

• Know the vital concepts & business drivers of customer centricity
• Get a strategic view through the eyes of existing and potential consumers
• Identify the key client-centric behavior essentials which must be effectively adopted
• Study and define Consumer-Centricity by means of practical examples
• Imprint customer centricity into the core standards of a government body or company
• Identify issues and challenges that deter a company from becoming client-centric
• Increase client satisfaction, loyalty and happiness at minimal cost
• Gain a sustainable competitive advantage via buyer-centric strategy
• Identify customer journeys and touch points between you and your clients
• Possess tools to measure and improve the customer-centric focus of personnel
• Have the expertise to transform the entire business model to be consumer-centric

Course details

Course overview

People demand product and service quality whereby the businesses and customers can see it very different. Due to countless types of products, price categories, national expectations and other elements it may be challenging to monitor and measure if and how customer requirements are met. However, it does not free any entity from meeting client’s expectations, just the opposite – it must always be the highest priority.

The financial and other benefits of improvements in consumer experience are so significant that client experience measurement has become the special area of expertise. The results of customer experience measurement form key indicators for defining and improving service quality and setting the steps to be taken. This Atton Institute course pays particular attention to the data which reveals the facts on how to delight customers by enhancing the overall Client Experience using the best available tools. Such tools and data provide the best ideas on how to deliver the service and CX which are absolutely unique!

Grasp the ABCs of CX in the modern business world and take a look on how to extend further your professional skills:

• Know key principles of perfect CX and how to apply it in a company
• Understand the needs and expectation of your customers
• Structure plan and processes flow around consumers centricity principle
• Benchmark your entity and recognize where to start with the changes
• Explore the key data that you need to permanently measure and monitor

Course Content

• ABCs of Customer Experience and how it leads to triumph of a company
• Understanding your buyers and how to Meet and Exceed their Expectations
• Top reasons why Clients expectations must be Measured and Analysed
• How to Measure and Monitor the gap between Client Needs and Expectations
• Exercise of using Affinity Diagram for gaining insights into the scope of Service Quality
• Improving standing and Key Principles of Client Experience (CX) and service continuity
• Consumers Expectations changes - why and what shall be done to Adjust Timely
• Best practical Methods to monitor and be fully aware of Changing Expectations
• Guide on delivering great Customer Experience via Client Centric Culture
• Developing and implementing Consumer Centricity as the main Differentiation Point
• Analysing and eliminating the Difference between Client Expectations and Experience
• Benchmarking and using right CX Metrics for your company
• Practical business case of Measuring and Monitoring Customer Experience
• Consumer Experience and direct link to ROI and stable and loyal Client Base
• Activities to perform to improve Client Experience Management (CEM) metrics
• Conclusions and putting into action key points of the course

What will you gain

On the course which is particularly dedicated to CX monitoring you study and obtain professional skills on how to:

• Develop customer-centric culture based on clients’ expectations
• Explore your present CX standing through benchmarking with other organisations
• Utilize the skills which are exceedingly valuable for career and professional growth
• Outline strategy for bringing together customer expectations and customer experience
• Apply market research methods to measure effectiveness of customer experience
• Develop corporate culture of prioritizing and safeguarding customer loyalty and retention
• Use customer service to monitor expectations on product or service delivered
• Measure and monitor team competence to deliver superior customer service and
• Enhance with the skills obtained in this course the overall CX level in your company
• Design and apply customer feedback systems, including survey questionnaires
• Engage skills for execution of action plan to improve ROI and customers loyalty

Course details

Course overview

In the modern realities, Digital Advertising and Sales have to be seen together. They pursue the same goal – to increase revenue, and being together they make it happen. To achieve the best outcome, the component of understanding your customer is to be included, and the way to succeed with it is by mastering the knowledge in psychological aspects of clients’ behaviour.

This Atton Institute course is designed to help business owners, managers and digital marketing media and sales professionals at all levels to take the profound look into the relations of digital advertising, sales and present-day customers psychological aspects. Course participants study the major digital platforms in terms of marketplace and importance of each and the related marketing opportunities whereby these are seen and evaluated from customer`s standpoint and associated psychology elements of your target groups and how to achieve maximum sales results.

Beside the main topics, participants cover truly specific points that help them to grow professionally. These include:

• Have expert view on the Digital Advertising and Sales psychology
• Understand how to utilize the digital market media potential
• Know how to build impactful targeted digital marketing campaigns
• Learn the useful nuances and facts about clients` psychology
• Reveal the insights of the current and upcoming trends

Course Content

• Fundamentals of Digital Advertising targeting and Sales in the present environment
• Expert overview of prospects of Digital Marketing media scenery evolution
• Digital vs. traditional Media & Sales and changing consumer buying behavior
• Understanding & analyzing Digital Market opportunities and risks
• Digital Marketing Technologies as the multichannel to new and existing customers
• Understanding of the Potentials of digital technologies to advance your marketing
• Where technologies have its limits – the potential risks of Digital Transformation
• Available Marketing Channels Tools for campaigns initiation and tracking
• Digital ads Types & Formats – Understanding and Setting Your Marketing Campaign
• Analyzing Digital Marketing Campaign Metrics and Results Assessment
• Creating successful Digital Content for exceptional results in Marketing and Sales
• The future of the Digital Marketing Media and related opportunities and challenges
• Expert view on the Client Psychology in the Digital environment
• Developing marketing ideas & strategy based on psychological insights
• Best practices for Digital Advertising and Sales - how to hear and interact with customers
• Summarizing the course knowledge and key takeaways for your particular objectives

What will you gain

On the course training sessions of Atton Institute participants study and reveal the best practices on how to:

• Understand how digital media has changed customers’ decision-making process
• Utilize and apply techniques for understanding what drives clients’ needs
• Study how skills in the online advertising and sales can skyrocket your career
• Identify online ad formats and possess experts’ tips on how they work at best
• Reveal best practices on how to use psychology to boost sales performance
• Adapt sales approach to suit today’s digital market standards and challenges
• Know how social channels can be used to amplify targeted marketing efforts
• Explore how mobile internet results new marketing & sales opportunities
• Apply best practices and techniques for tracking and optimizing campaigns
• Learn how the data in digital marketing & psychology helps you at your workplace
• Increase the results with high-value psychology - adjusted advertising solutions

Course details

Course overview

Contemporary trends in the business environment dictate that we must place customer experience as the top priority of any successful business strategy. To make sure such priority is set properly, company management has to be certain that all clients’ interactions with your company are seamless and smooth. This becomes possible only by following the principles of Customer Experience (CX) Perfection.

Every modern manager and CEO has to ensure that CX is introduced and successfully executed by the entire organization. To achieve this, the larger picture of all central elements of modern CX must be seen. Our course provides far-reaching knowledge on Client Experience and vital principles of CX Management. It provides skills in how to evaluate and proceed with implementation of the best principles of Customer Experience and perform the necessary structuring or restructuring at minimum cost and time, allowing you to achieve the best CX outcome and become an industry leader.

Change your vision of CX and expand your knowledge as a CEO on various topics. These include:

• Knowledge of the true expectations and wants of your clients
• Impact of HR strategy and decisions on the company’s overall success
• Best tactics to pursue to provide an excellent Digital experience
• Skills for establishing the most appropriate contemporary CX standards
• Insights on present and future Customer Experience developments

Course content

DAY ONE

• Essentials of Modern Customer Experience and its prevailing significance
• Your key Role as CEO in the delivery of outstanding Consumer Experience
• Understanding your Clients: Defining and Meeting their Needs and Expectations
• Customer Experience Management (CEM) – true meaning and guiding principles
• Top guiding principles that every Manager must follow in modern realities
• Revealing reasons and consequences of changes in clients’ Expectations

DAY TWO

• Structuring the Customer Experience according to your particular Business Type
• Defining and setting the right CEM Performance Benchmark for your company
• CX Management best Practices to design and achieve top Service Standards
• Duties within Human Resources Management for provision of Excellent Service
• Importance of a flawless Digital Experience – how to provide and best praxis
• Forecasts for the Digital Client Experience and Smart Technologies

DAY THREE

• Key role of CEO in developing and applying Standards for CX Excellence
• Managing company’s achievement and sustainment of CX Success
• Applying the methods of evaluating your services from the Client’s Perspective
• Common Risks and Challenges on the way to a great Consumer Experience
• Examples of International Companies that deliver a perfect Customer Experience
• Analysing Business Cases and designing your own post-course Action Plan

What will you gain

In this Atton Institute course you learn how to:

• Lead your company to the top via the successful implementation of outstanding CX
• Identify strategies and steps for seamless Customer Experience Management
• Recognize the reasons for changing client expectations and how to deal with it
• Upgrade the processes of your company to the obligatory level of modern CX standards
• Develop a clear structure of CX measurements that perfectly fits your organization type
• Study strategies to create an amazing customer experience internally and externally
• Build and manage a professional team which is capable of consistently delivering great CX
• Reveal potential pitfalls and know the tactics on how to prevent them
• Master ways to achieve, maintain and control the best stable performance
• Enhance your overall CEO skills and abilities to better manage your team
• Know the best international practices and apply then in your work place

Course details

Course overview

The globalization is the integral part of our today’s world, and it keeps expanding into all essentials of business and life. Knowledge on how to operate in our highly multicultural planet is crucial for the success of any modern business or government entity. To meet this target, the knowledge on the key differences and specificities of cultures and cross-cultural communications is the absolute must.

This course highlights the particulars of multicultural relations, the importance of adjusting strategy according to the surrounding environment and the best practices to succeed in providing the excellent customer experience in a particular market as well as for growing globally. Course sessions provide the expertise on CX Management in the multicultural environment and the innovative tactics for structuring and setting the best standards for CX team. We review the top practices to implement for solid enhancement in companies’ achievements in our multicultural world.

Explore the key focus areas that help you as the professional to build the truly client-oriented organization in the multicultural environment. You gain the knowledge on:

• Present trends and development of the multicultural environment
• Provide excellent level of internal and external multicultural CX
• Recognize the Influence of globalization and its potential benefits
• Know the specifics of multicultural digital psychology and experience
• Possess the expert knowledge to apply the best available standards

Course Content

• Essentials of Customer Experience and its growing value and Importance
• Understanding particulars of Multicultural internal and external Customers
• Overview of Cross-Culture environment specifics in terms of CX
• Consumer Experience Management (CEM) complexity in Multicultural Environment
• Influence of Globalization and studying related changes in Clients Expectations
• Compulsory elements to define the perfect Client Experience Strategy
• Customer Experience dependency on Business Type and Corporate Culture
• Setting the correct limits for your exposure to International Environment
• Discovering top reasons why certain level of CX is central for Every Industry
• Expectations in Client Service & Experience in multicultural Digital Environment
• Key points for successfully delivery of Cross-Cultural Client Experience
• Setting Standards for CX Excellence under specific elements of various Cultures
• Seeing and collecting data on Service Level from Clients Point of View
• Praxis points on provision of best Multicultural Consumer Experience
• Key facts in adapting Standards and potential Pitfalls and Risks of Implementation
• Successful praxis of transnational companies & examining business cases
• Your Personal Action Plan upon Course Completion and guidance checklist

What will you gain

This Atton Institute course provides the certified professional status on the challenging multicultural environment and equips you with the ability to:

• Understand how globalization influences customers’ needs and expectation
• Implement the international CX standards to outperform the competitors
• Acquire the unique skillset that helps your career in any multicultural environment
• Explore the specifics of multicultural consumers and how to apply right CX principles
• Study the crucial elements of Client Experience management to succeed
• Apply the distinct elements of digital experience for your international clients
• Master the channels of delivering the perfect cross-cultural consumer experience
• Know how to maximize profits via introduction of multicultural CX consistency
• Develop strong understanding on various elements of Multicultural Environment
• Establish and implement company standards for getting ready for global extension
• Use best CX praxis for multicultural customers to attain loyalty and happiness

Course details

Course overview

GCC region is presently one of the most attractive areas for different types of businesses from all over the world. It is very exciting as the market itself as well as the platform for global business operations and expansion. However entering a new market is always a challenging, especially when you are not aware of its specifics which may be quite different from the essentials you are used to in other markets.

This course delivers the info and details on entering the GCC markets by various business types using as an example the UAE market. It covers the most important facts about regional specificities, key elements, and players in the GCC region, its culture and traditions along with consumers spending and behavior patterns. It also explores core data on the legal, taxation and other business regulatory background and necessary internal adjustments to be done along with the knowledge on how to set rational goals and priorities for successful and secure market entry.

The course makes you equipped with all required knowledge for successful entry strategy to the GCC market. Upon its successful completion, you would:

• Know all the major facts for successful entry to the GCC market
• Be aware of the influences and trends of globalization on the GCC region
• Explore the specifics of consumer behavior psychology in GCC
• Set standards for your company restructuring to get ready for expansion
• Adapt winning principles of multicultural awareness at your organization

Course Content

• Qualified facts on the of the GCC Market Specifics and its potential for expansion
• Looking on the UAE as the business strategic location for Local and Regional growth
• Key elements to know about GCC Market for designing your winning strategy
• Expert view on Globalization and Expansion and its influence on the GCC markets
• Average consumers Spending Pattern and market Segments with highest potential
• Key challenges of GCC markets at the times of Customers being highly International
• Understanding the winning Models & Forms for Entering Foreign Markets
• Required Company Restructuring and Standardization for getting ready for Expansion
• Making your company and team Ready to win on the Global Markets
• Significance of setting Multicultural Awareness in various company departments
• Adjusting your marketing and sales plan to foreign markets on example of UAE
• Specifics of Consumer Behaviors in GCC on example of the UAE market
• Setting the right Goals for market Entry – how to define and set the right Priorities
• Possible Faults in market evaluation and accessible Solutions to omit such
• Essentials of Legal and Regulatory background in GCC on example of the UAE
• Short look into the subject of Taxation of Income received in the GCC
• Praxis related Case Studies and discussion of course outcome

What will you gain

This Atton Institute course provides the skills and knowledge on the fundamentals of the GCC markets and lets you:

• Possess key information and facts on GCC region to be ready for expansion
• Study common models, forms and tactics for successful foreign markets entry
• Prepare yourself for new markets challenges and know how to minimize risks
• Know to restructure and adapt your organization for entering the GCC market
• Apply multicultural awareness at all levels of a small or large company
• Possess knowledge of all specific moments of taxation and other legal issues
• Develop strong self-confidence based on the solid & structured knowledge
• Improve your success chances in the GCC market by knowing your target customers
• Increase company`s efficiency by adapting to GCC realities and consumer behavior
• Develop marketing and sales plan with consideration of specifics of GCC market
• Design winning strategy bearing in mind specificities of the target markets

Course content

DAY ONE

• Facts regarding the Specifics of the GCC Market and its potential for expansion
• Looking at the UAE as a strategic business location for Local and Regional growth
• Key elements to know about the GCC Market for designing your winning strategy
• Expert view on Globalization and Expansion and its influence on the GCC markets
• Average consumer’s Spending Pattern and market Segments with the highest potential
• Key challenges of GCC markets in an age of highly International Customers
• Understanding the winning Models & Forms for Entering Foreign Markets
• Required Company Restructuring and Standardization to prepare for Expansion
• Making your company and team Ready to win in the Global Markets

DAY TWO

• Significance of setting Multicultural Awareness standards in various departments
• Adjusting your marketing and sales plan to foreign markets specifics on example of the UAE
• Performing the Qualified market evaluation approach with representative data in hands
• Specifics of Consumer Behaviour in GCC on example of the UAE market
• Setting the right Goals for market Entry – how to define and set the right Priorities
• Summarizing all acquired knowledge in order to create your business`s growth strategy
• Essentials of Legal and Regulatory background in GCC on example of the UAE market
• Short look into the subject of Taxation of Income received in the GCC
• Praxis related Case Studies and discussion of course outcome

What will you gain

This Atton Institute course provides skills and knowledge on the fundamentals of the GCC markets and allows you to:

• Possess key information and facts on the GCC region to be ready for expansion
• Study common models, forms and tactics for successful foreign market entry
• Prepare yourself for new market challenges and know how to minimize risks
• Know how to restructure and adapt your organization for entering the GCC market
• Apply multicultural awareness at all levels of a small or large company
• Possess knowledge of specific details of taxation and other legal issues
• Develop strong self-confidence based on solid & structured knowledge
• Improve your chances of success in the GCC market by knowing your target customers
• Increase your company’s efficiency by adapting to GCC realities and consumer behaviour
• Develop a marketing and sales plan in consideration of the specifics of the GCC market
• Design a winning strategy while bearing in mind specificities of the target markets

Course details

Course overview

Project Management involves a unique combination of skills and knowledge, as well as the ability to see the key elements of a project, evaluate it from diverse angles, understand the whole picture and take the necessary steps which result in successful project execution and completion. Qualified Project Managers expertly utilize resources and time to achieve the desired results using the latest tools and techniques – and this is where our course and the skills it delivers come into play.

In this course on Project Management, you’ll learn how to plan, schedule, cost-assess and manage various projects from the very beginning to the very end. We review cases of best projects and project failures, how to mitigate risks with proper planning at all stages and how to provide correct reporting on the project. As any project relies on the people who are executing it, the course also explores how to effectively communicate with and manage people and utilize all resources to complete your project on schedule and in line with requirements.

Throughout the course, you’ll be given valuable skill-building techniques and tools needed to take control of your projects and your professional career, such as:

• Learn how to initiate a project correctly and avoid snags from the very beginning
• Know how to choose the most appropriate methodology to succeed with your project
• Gain skills in planning and scheduling a Project while overseeing all details and resources
• Study how to create and apply efficient strategy and make correct resources estimates
• Become a master of Project Management and let your professional career shine

Course content

DAY ONE

• Definition of Project Management, its benefits and key factors for Project Success
• An overview of Project Management and Key phases of the Project Life Cycle
• Identifying Enterprise Environmental Factors (EEFs) and Organizational Process Assets (OPAs)
• Organizational Structure and Role of Project Manager, Team, Stakeholders, and Sponsors
• Project Management Methodologies: Traditional, Agile, Scrum, Waterfall, PERT, etc.
• Six Sigma – leveraging the data-driven approach to eliminate faults in any process

DAY TWO

• Project Selection models & applicable Metrics, Cost-Benefit Ratio, ARR, NPV, IRR, etc.
• Proven methods to Direct, Manage, Monitor and Control Project Work Flow
• Crucial activities of Project Scope Management and Product Scope vs. Project Scope
• Project Planning and Scheduling, PERT, Critical Path Method (CPM)
• Project Cost Management & plan, determining a Budget and keeping Costs under Control
• Project Quality Management, Process Map, Quality Assurance: QP vs. QA vs. QC

DAY THREE

• Project Human Resource Management and planning, McKinsey’s 7-S Framework
• Project Communications Efficiency - methods, technologies and channels
• Project Stakeholder Management - prioritizing and understanding your Stakeholders
• Project Risk Management, Risk Categorization and Processes, best tools to Control Risks
• Project Process Flow overview: Initiating, Planning, Executing, Monitoring and Controlling
• Closing the Project - Project Close-Out Processes to be followed for every project

What will you gain

Once you have completed this executive course and received your certificate, you’ll have enhanced your skills and be able to:

• Understand all the steps involved in developing a New Project, from beginning to end
• Boost your Competency and gain the opportunity to stand out at your workplace
• Identify the Key Areas that must be controlled to ensure the success of Project Management
• Understand the Project Goals, Objectives and Benefits before allocation of significant resources
• Make project diagrams, schedules and plans and perform in-depth analyses of Project Plans
• Correctly define the total Project Costs and successfully control Budget and Resources
• Implement a systematic process to Manage amendments to the project scope or its objectives
• Learn the best communication Channels and Models of interaction with teams and stakeholders
• Explore the best HR methods to amplify the efficiency of the Project Team
• Employ Risk Management and response strategies for project management & implementation
• Effectively manage all the essential Project Phases from conception to completion

Course details

Course overview

Sales Managers often come into their positions from a successful career in sales. However, the skills of a Sales Manager are fundamentally different from those of a salesperson. As a Sales Manager, your priority is leading and managing the effectiveness and performance of the sales team. Efficiently motivating, coaching and leading a successful sales team is an exciting role with many rewards. However, it also has some challenges. This is where our Professional Sales Manager course can be of great help.

This highly specialized and advanced training course helps you to become an outstanding Sales Manager. This course is designed to help managers improve the performance of their team and achieve great outcomes. It gives you relevant tools for efficiently managing a sales team and leading it to triumph. In this course, you’ll learn how to build excellent teamwork culture, how to select and hire sales professionals, how to motivate your team to achieve the best outcome, and many other skills. Explore the insights, techniques, and tools of the greatest Sales Managers and enhance your and your team’s performance.

A variety of topics are covered in this professional course. In addition to those mentioned above, we cover the following points:

• Understand your salespeople and the critical aspects of management
• Create a precise and achievable strategy and plan for your sales team
• Explore the details of how to evaluate performance and set the best standards
• Apply various advanced sales management models and techniques
• Know the best strategies for managing multicultural teams

Course content

DAY ONE

• Role & Mission of Sales Managers and how it has advanced in recent years
• Revealing behaviors of successful Sales Managers – creating your Perfect Profile as SM
• Best tools to assess current Status, Motivational elements, and Management Processes
• Preparing and setting Objectives through the application of the best Analytical Tools
• Identifying vital Resources and aligning your action plan to achieve your Goals
• Key Features of modern Sales Teams to outperform Competition with Customer in Focus

DAY TWO

• Main Struggles of Salespersons you need to Know to Understand Your Team
• Different Sales Styles to choose from for each particular Salesperson
• Negotiating, Meeting etiquette, multicultural Specificity, Territory management, etc.
• Identifying and utilizing the best Practices for hiring Productive Sales Professionals
• Evaluating Sales Skills, Motivation and Commitment to analyze on-the-job Success
• Increasing sales team Motivation via Compensation, Competition, and Recognition

DAY THREE

• Sales Performance Management, Qualitative and quantitative Performance Standards
• Measuring Performance – analyzing results and how to make the Right Decisions
• Successful Sales Management Techniques and Tools for boosting Results
• Professional Sales Manager Skills – motivational, planning, organizational, etc.
• Advanced Management – magical Knowledge of Outstanding Sales Managers
• What makes you a Team Leader and how to secure this skill for the Future

What will you gain

This Masterclass provides a solid foundation and professional expertise in sales management and gives you the self-confidence to:

• Be equipped with professional Sales Manager tools to lead a winning sales team
• Drive and motivate Teams to produce higher revenue and maximize performance
• Recruit, train and efficiently supervise high-caliber sales professionals
• Improve your Sales Team’s productivity in absolute figures and overall effectivity
• Learn how to increase Productivity and generate more Profit with rational resources
• Understand the key internal motivators of your sales team and apply them effectively
• Be an effective Sales Manager by using the best management & leadership principles
• Set definitive standards and key performance indicators to ensure consistent Results
• Properly collect data, evaluate it and assess the Performance of your sales team
• Study cultural elements and know why a diverse salesforce is essential to Success
• Implement a strategic, long-term approach to the continued progress of your sales team

Course details

Course overview

A strong marketing strategy identifies and utilizes an organization’s competitive advantages in its current and potential markets to define the best resource allocation and marketing activities to create product value. A strategy is not of much help if not implemented and brought to life. That’s why developing an insightful marketing plan, based on a well-defined strategy, ensures marketers can contribute the highest possible value to an organization at the strategic level.

Our Marketing Strategy and Planning course provides you with knowledge on how to turn your strategy into actionable and operational plans. Participants learn how to analyze the current market situation, focus on the unique selling proposition of your product and/or service and target the needs of your markets. This course enables you to prepare the right marketing strategies and to develop a marketing mix specific to your market and its needs to reach the company’s marketing objectives and successfully develop and implement a clear, rewarding marketing plan.

Throughout the course, we cover a significant number of vital marketing topics. Here are just a few of them:

• Key aspects you must consider including in your Marketing Strategy
• How to seize great opportunities for marketing growth
• How to build customer-centric strategies and reap more benefits
• Proven methods for creating a comprehensive Marketing Strategy
• How to align your Plan with the Strategy and bring it to life

Course content

DAY ONE

• Scope and functions of modern Marketing under the pressure of the changing world
• Latest Marketing Trends - Digital and online developments – the digital marketing world
• Marketing Strategies – Brand expansion, Product positioning and differentiation
• Pricing; Innovative and creative strategies which result in profit maximization
• Strategy Development factors for making a choice, Blue Ocean vs Red Ocean Strategies
• Measuring the gap between long-term objectives and current company performance

DAY TWO

• Determining the most rewarding segments & identifying potential growth opportunities
• Sources of competitive advantage – cost, differentiation, product and channel advantage
• Product/service life cycles and the application of psychographics to each stage
• Applying the growth strategies matrix to your strategy development process
• Customer types and behaviors and Using customer needs to your advantage
• Bringing Communications to the next level via Integrated Marketing Communications

DAY THREE

• Managing Brand Value – best methods to create, maintain and improve brand positioning
• External vs internal pricing elements, Key strategies & Defining the right pricing matrix
• The Marketing Planning Process and Format, Marketing Plan and Marketing Strategy
• SWOT and TOWS Analyses, Portfolio Analysis and Design (The Boston Consulting Group Matrix)
• Segmentation, Targeting and Positioning – Process, Components, Challenges & Tools
• Aligning strategies and plans, using the best tools to measure progress and performance

What will you gain

• Learn insight of Strategy and Planning and how to utilize both to achieve your objectives
• Conduct strategic planning and build effective marketing plans based on winning strategies
• Study how to translate corporate goals and plans into actionable and clear steps
• Understand how to apply the best practical tools and strategies to create a powerful brand
• Comprehend the key points of the buying process and how to determine customer needs
• Achieve success via market segmentation and correct product positioning
• Develop a remarkable customer-centric strategy to outperform the competition
• Understand market and industry analysis and competitive advantages and positioning
• Obtain the critical skills to prepare a marketing plan for a product or a service
• Prepare an effective budget and an integrated, comprehensive product/service action plan
• Apply the knowledge from the course to achieve outstanding performance and results

Course details

Course overview

Every business wants to be a customer’s first choice. Building and managing a brand plays a crucial part in making that happen. Your brand defines and maintains your business’s reputation and echoes your customers’ expectations and experience. Your brand is what you offer to your customers – not just a product or service, for which there may be a number of other providers. A strong brand makes a business stand out in the highly competitive markets and allows you to sell your products or services at a premium.

This training course is your guide to the world of strategic branding. Participants explore what branding is about and what makes certain brands different. We study the strategic branding process and how to identify a product’s main features, benefits, and values. You’ll learn what positioning is, and study how to transform your team into brand ambassadors, and how to create a unique experience at every touchpoint. The course provides insights on brand equity and brand value as well as a formula to build your brand name and value both locally and internationally.

In addition to the topics mentioned above, we will cover several crucial points in strategic branding, such as:

• How to develop brand positioning for your competitive advantage
• Creating a personal branding plan which lets you stand out
• Understanding techniques and tactics for developing and maintaining the brand
• Developing a unique brand that will be impossible for others to copy
• Fundamental rules and strategies for creating an excellent Digital Branding Strategy

Course content

DAY ONE

• The true meaning of a Brand & the difference between Branding and Marketing
• The latest Challenges and Opportunities of Product Differentiation & Branding
• Consumers’ Expectations for added Value and why Branding is a Risk Reducer
• Developing the correct Brand Positioning, Segmentation and Targeting
• Five Central Criteria in Modern Marketing for creating and managing Brand Equity
• Winning and maintaining Customer Loyalty and Client Retention via Branding

DAY TWO

• Structuring your Branding Strategy & Planning for Brand Management
• Profiling your Target Customers and exploring your Brand Context
• Elements of the strategic Brand Management Process and how to execute them
• Understanding essential Components for a Stronger Brand Equity
• How to manage a Brand within the entire Product Life Cycle; Psychology of Branding
• Identifying / defining Sources of Brand Value and exploring Available Techniques

DAY THREE

• Establishing Brand Positioning as a Foundation of Success for the Company
• Advanced Modern Changes you should embed into your Branding Strategy
• How Digital Media is changing the world of Branding –Old-School vs Digital
• Harmonizing Modern and Traditional Branding Channels for present-day Success
• Branding Reputation and Crisis Management – tools, steps and proven Methods
• Brand Evaluation Audit Techniques – measuring Reputation and interpreting Results

What will you gain

• Understand why branding matters so much and how brands create Value
• Identify the best brand strategies in alignment with existing and new Market Trends
• Explore the elements of Brand Equity and identify how to build sustainable brands
• Study the process of conducting a full Brand Audit to evaluate brand performance
• Create a compelling Brand via online channels and identify the digital consumer mindset
• Learn how to craft Brand Positioning and Brand Experience by managing touchpoints
• Monitor and Evaluate your Product Branding and understand how to respond to the results
• Get the essential skills and know-how on how to improve your results as a Brand Manager
• Know how to position a Brand as relevant, distinct and engaging for your Target Customers
• Create the most efficient ways to manage your Reputation online and mitigate possible risks
• Build a Strategic Brand and track its growth and sustainability using a qualified approach

Course details

Course overview

True experts and CEOs see employees as the most important asset of any organization. That’s why investing in Human Resource Management training becomes such a priority; it helps us to meet organizational changes brought about by the challenging times we live in. Human Resource Management is no longer merely about payroll and recruitment. Now, more than ever, HR professionals need a whole new set of skills to be able to deliver tangible results.

In this Human Resource Management course, you’ll be provided with innovative skills and strategies for recruiting employees, reducing employee turnover, promoting employee development and retaining a talented and diverse workforce. You’ll develop a critical understanding of the issues and difficulties associated with implementing practices aimed at enhancing employee performance and organizational competitiveness and discover new approaches for managing employees, building organizational unity and becoming an outstanding HR Manager.

This qualification offers the unique, cost-effective opportunity for learners to ensure they meet the competitive market demands for modern HRM skills, such as:

• How to leverage Talent Management and reap maximum benefits
• Awareness of all the pitfalls you may face in employee recruitment and selection
• How to secure employee motivation and ensuring continuous professional development
• The best strategic and innovative practices of international HRM
• A clear tactical vision for the development of Human Resource Management

Course content

DAY ONE

• Why is Human Capital so Vital for any type of Organization?
• Analyzing the Current Labor Market Situation, Trends and Forecasts
• The First Step You Must Undertake to Succeed in Recruiting Top Professionals
• Talent Management – Best Practices for Getting and Retaining the Best Personnel
• Revealing the Pitfalls of and Techniques for Flawless Employee Recruitment & Selection
• Exploring the World of Compensation – Extend Your Knowledge on Rewarding Strategies

DAY TWO

• Best Methods for Employee Training that Boosts the Results of your Organization
• Tactics for leveling up Professional Development to the best Global Standards
• Employee Separation and Termination – advanced Knowledge of HRM
• Proven Global Staffing Approach to Succeed in a Multicultural Environment
• Acknowledging the Nuances of Expatriate Staffing – all Dos and Don’ts
• Strategic Human Resource Management – taking a Look at the Big Picture of HRM

DAY THREE

• Improvements in the Organization – Integrating Leadership and Change Management
• Creating a Unique Workplace Culture Using the Proven Strategies of Leading Companies
• Legal Responsibilities & UAE Labour Laws every professional HRM must Know
• Analytics and Metrics in HRM – Revealing the Gaps that Must be Bridged in Time
• Most Common Problems and Pitfalls of HRM, and How to Prevent or Solve Them
• Summary, Action Plan Outline, Conclusion and course key Takeaways

What will you gain

At the end of this training course, participants will be able to:

• Explore advanced HRM Strategies which let you and your career shine and thrive
• Align existing HR systems with the strategic business Objectives of a firm
• Study the key principles of Recruitment to attract, hire and retain the best Candidates
• Examine the Best Practices of creating compensation, training and benefits systems
• Determine Skill Development needs of the workforce with an eye to future changes
• Upgrade your skills as a Human Resource Manager and obtain up-to-date expertise
• Create a Workplace Atmosphere that reduces the occurrence of behavioral issues
• Understand the specifics of HR Performance Management in a multicultural environment
• Learn the key HR and HRD strategies for improving overall organizational success
• Employ the right Metrics for measuring efficiency and performing flawless analytics
• Recognize common Pitfalls of HRM and the most efficient ways to solve them

Course details

Course overview

Successful leading and managing require much more than simply a high IQ. Managers need to understand how their own emotions impact their performance as well as how understanding and properly handling the emotions of others can maximize individual and team performance. As the pace of the world increases and our environment makes more and more demands on our cognitive, emotional and physical resources, Emotional Intelligence is an increasingly critical skill set for a true Leader.

The Emotional Intelligence course from Atton Institute provides participants with the competencies required to improve their Emotional Intelligence (EI) on their way to becoming unexcelled Leaders. Participants explore the importance of EI at both professional and social levels and how to increase the effectiveness of their relationships at work and in life. You’ll study how to maintain positive collaborative relationships and overcome resistance and negativity. The course also covers various tools and techniques to help you perform your role as a Leader and manage emotions with confidence.

Understanding and raising your Emotional Intelligence is essential to your success in the realm of leadership, and this course teaches you how to do so, including:

• Understand emotions and effectively apply this knowledge to strengthen leadership
• Realise your potential as a leader via effective use of EQ techniques and tactics
• Develop and master the outstanding emotional skills required to be a leader
• Grasp and utilise the psychological aspects of EI to become an indisputable leader
• Discover how to apply EQ to build teamwork and accountable leadership

Course content

DAY ONE

• Understanding Emotional Intelligence/Emotional Quotient (EQ) & its components
• Emotional Quotient (EQ) versus Intelligence Quotient (IQ) – which is more Imperative?
• Importance of Emotional Intelligence – Weight of EQ for Effective Leadership
• How does Emotional Intelligence Influence Your Professional Career Success?
• Significant Influence of Emotional Intelligence for overall Leadership level
• Dimensions of Emotional Intelligence – exploring a Flawless Holistic Approach

DAY TWO

• Models of Emotional Intelligence – choose the Model that Fits Your Goals
• Getting maximum results from Implications of EI at the professional and personal levels
• Excelling in Your Emotional Skills – Manage Emotions with Unshakable Composure
• Best Strategies to Help You to Master Your Emotional Skills to Perfection
• How to Sharpen Emotional Intelligence & Skills on the Way to Superb Leadership
• Key Rules for Employing EI skills to Manage Others Effectively

DAY THREE

• Find your Leadership Style by Leveraging the Emotional Intelligence Competencies
• Revealing all the Nuances and Details of Modern Leadership Psychology
• Proven Methods of Perfecting Communication for Successful Leadership
• Building an Emotionally Intelligent Team based on Psychological Principles
• Applying Best Emotional Intelligence Practices to Your Daily Operation Scenarios
• Conclusions on the Course and Key Takeaways for Instant Implementation

What will you gain

At the end of this program on EI for Leaders, participants will be able to:

• Use the principles of Emotional Intelligence to enhance relationships with others
• Have skills and ability for positively influence the Emotions and Motivation of others
• Monitor and adapt your own Emotions and behaviors for your benefit and that of your team
• Study and enhance your Adaptability in dealing with diverse personalities at all levels
• Change the quality of your professional life by implementing emotional intelligence Principles
• Learn how to apply the principles of advanced Leadership psychology
• Heighten your sense of empathy and Social Awareness to better interpersonal relationships
• Gain a greater Understanding of others’ feelings and how to lead successfully
• Develop Emotionally Intelligent teams with immense impact on the whole organization
• Increase the positive Impact of your leadership on organizational climate and Results
• Lower stress levels as a result of better understanding your Emotions and those of others

Overview

The digital world, particularly the digital marketing, offers businesses best channels to market and sell its products and services, deliver customer support and build relationships with new and existing customers. To achieve it you need the expertise and comprehensive approach to digital marketing and essential skills to use its main tools and components.

Course Curriculum

The digital world, particularly the digital marketing, offers businesses best channels to market and sell its products and services, deliver customer support and build relationships with new and existing customers. To achieve it you need the expertise and comprehensive approach to digital marketing and essential skills to use its main tools and components.

Digital Marketing is the fast-evolving area thus to succeed in the overall Marketing strategy everyone must be equipped with the latest information on the best applicable Digital Marketing practices. This information is delivered to you within our practical and intensive Masterclass which provides the knowledge on how to upsurge your marketing results with the help of Digital Marketing. On this short course, you will study how to use effective digital marketing solutions such as various web platforms, social media, and other digital marketing channels to effectively reach your target audience for business promotion, marketing and brand positioning.

The short and intensive masterclass provides you with the expertise and knowledge on such matters as:

• Understanding of the entire landscape of digital advertising
• Defining and attracting your digital environment target audience
• Utilizing the advanced tools to reach your audience for efficient marketing
• Making an assessment of business reputation, products and services
• Creating advanced digital marketing strategy and action plan

Who can Join

• Sales & Marketing Professionals
• Business Development Team Members
• Customer Service Professionals
• Team Leaders & Supervisors
• Public Relations Professionals
• Brand managers
• Business owners
• Entrepreneurs
• Customer Experience Managers