Webinars

Our webinars are led by industry professionals to enhance your knowledge and expertise of the industry best practices.

Please note that the number of seats available per seminar are limited and attributed on a first-come-first-served basis.

Methodology:

  • Convenient and efficient training at your desk
  • Expert guidance by a FIDI Academy tutor
  • Based on visual presentations, document templates and pictures
  • Sharing experiences with attending peers

Technical requirements

  • Internet access and internet browser
  • Telephone line to connect to the audio conference

Note: Instructions for how to access the FIDI Academy online classroom will be emailed to you after registration. Please read the FIDI Academy online courses Terms & Conditions before registering.

See the full list of available webinars below:

Cultural awareness

We work in a global world, and our industry is per definition international. This is why it is crucial that anybody working in the field of international moving and relocation have a high level of cultural awareness, to avoid misunderstandings.

In this webinar, you will learn to understand and deconstruct stereotypes, identify and respect personal values, how to communicate more effectively and avoid conflict and frustration. A positive approach towards cultural differences is key - and you will come out of this course with tools and knowledge applicable in your professional and personal life.

No previous knowledge or pre-requisites needed.

Topics covered

  • Recognise the different types of culture
  • Basic understanding of intercultural differences
  • Tips and hints
  • Effective communication

Customer service

Customer service is central to the relocation experience. Anybody who is in direct contact with customers at any stage of the relocation process should learn the basics of quality customer service: what it is; where in the moving process customer service plays a role; what you as an indiviual and a company can do to improve your level of customer service; how you can communicate more effectively to avoid misunderstandings and frustrations.

As a pre-requisite to the course, we strongly advise to have a good understanding of the international moving processes as per the International Moving Guide (available on demand at fidi@fidi.org)

Topics covered

  • Definition of customer service
  • Customer service in the moving process
  • Customer recovery
  • Company actions/attributes
  • Individual actions/attributes
  • Effective communication

Forwarding by air

Shipping personal goods by air freight is a standard procedure in an international move. This course is recommended for move coordinators, operations staff, sales staff and anyone involved in booking a move.

You will learn to understand the benefits and risks of forwarding your client’s possessions by air; the various types of airfreight options available; understand the responsabilities and legal implications involved when shipping by air; the difference between volumes and weights and their impact on pricing; how to calculate air freight; and learn how to use  the various types of documentation related to air freight shipments.
No previous knowledge or prerequisites are necessary.


Forwarding by sea

Shipping personal goods by sea freight is a standard procedure in an international move. This course is recommended for move coordinators, operations staff, sales staff and anyone involved in booking a move.

You will learn to understand the benefits and risks of forwarding your client’s possessions by sea; the responsibilities and legal implications involved when forwarding by sea; the difference between volumes and weights and their impact on pricing; how to calculate ocean freight; and learn how to use  the various types of documentation related to sea freight shipments.
No previous knowledge or prerequisites are necessary.


Insurance

The benefit of insurance when doing an international move is often misunderstood or downplayed by clients when booking their move. However, many real-life examples show that many things can go wrong, and it is in the interest of the client to have proper insurance coverage.

This course is advised for anyone involved in booking and coordinating an international move. You will learn to understand the need for selling insurance in order to best protect your client’s belonging and learn the basic insurance principles.

No prior knowledge or prerequisites are necessary.

Topics covered

  • The risks of a move and how to protect your customers
  • The insurance principles
  • The value for your customers
  • The basics regarding what is - and is not – covered
  • The importance of properly valuing shipments
  • The importance of using proper documentation
  • Continuous improvement through monitoring of claims and reducing exposure

A booking starts with a brilliant survey

Formerly known as "How to estimate the right volume?", this webinar has been 100% revamped in its structure, format, content and lay-out in 2019.

This course is advised for anyone handling an international move, especially in sales. The fundamental step at the beginning of any move is the survey. Whether it is done in person on-site at the client's residence or via an online survey tool, you should be able to master the basics of a proper survey: how to secure the booking and a profit margin; how to increase customer satisfaction; and how to develop and implement in-house estimation rules.

As a pre-requisite to the course, we strongly advise to have a good understanding of the international moving processes as per the International Moving Guide (available on demand at fidi@fidi.org)

Topics Covered

  • The role of a surveyor
  • The pre-move survey as a sales opportunity
  • The survey objectives & benefits
  • Preparation is key
  • Benchmarking volumes
  • Metric versus Imperial system
  • Density factors – going from net to gross
  • The IT devices

How to handle claims

This course is mainly aimed at quality managers and/or anybody handling claims. You will learn to understand the importance of good claims handling; to know which claims related documents are needed; and to learn how to manage claims in an efficient way.

As a pre-requisite to the course, we strongly advise to have a good understanding of the international moving processes as per the International Moving Guide (available on demand at fidi@fidi.org)

Topics covered

  • The impact of claims
  • Claim systems
  • Feedback for claims prevention
  • Claim settlement procedures
  • Discussion on concrete customer claims (examples)

How to sell effectively

This course is advised for anyone involved in selling moving services to end customers. Do note however that the sales methodology covered in this webinar might not be relevant to negotiating long term contracts with corporate accounts.

In this webinar, you will learn effective selling and closing techniques; to understand how to win client trust and confidence; how to deal with objections; and to sell benefits and values.

As a pre-requisite to the course, we strongly advise to have a good understanding of the international moving processes as per the International Moving Guide (available on demand at fidi@fidi.org)

Topics covered

  • Introducing yourself and your company
  • Developing a relationship
  • Establishing the needs
  • Demonstrating your benefits and selling value
  • Dealing with objections
  • Closing the sale
  • Following up

Planning of the move

This course is aimed at people involved in the coordination and planning of an international move and pre-move surveys. You will learn about the different methods of transport and their benefits and shortcomings; to be aware of the importance of planning, routing, timing and the affect these have on the client and your profitability; and to provide you with some planning tips in your job as move coordinator.

As a pre-requisite to the course, we strongly advise to have a good understanding of the international moving processes as per the International Moving Guide (available on demand at fidi@fidi.org).

Topics covered

  • Importance of obtaining client satisfaction and meet client needs through good planning
  • Reasons for good planning
  • Methods of transportation (comparison, advantages, disadvantages)
  • Multi-modal shipments
  • Ways of shipment
  • Benefits of good routing and timing
  • Tips

Time Management

This course is advised for anyone who wants to manage their time more effectively and be more efficient at work.

Understand the relocation market, the stakeholders and the basic destination services. Through this course, you will learn how to increase your performance and to work more efficiently;  to discover and reduce time-consuming habits; to analyse how you spend your time; to prioritise and focus where you add value; to learn how to say 'no'; to delegate efficiently; and to implement time management techniques.

You will receive pre-work instructions and documents to complete and submit at least two weeks prior to the event.

Topics covered

  • Keeping a personal time log
  • Discover your personal time habits
  • Deal effectively with paperwork (files and e-mails)
  • Managing interruptions
  • Using a tool to define priorities
  • Allocate quality time to priorities and added value projects
  • When to say 'no'
  • Delegation steps
  • Powerful time management techniques

Relo-DSP

This course is advised for any employees dealing with relocation, international moving; destination services providers; and all stakeholders active in the relocation process. You will learn to understand the relocation market, the stakeholders and the basic destination services; how to identify your customer needs; how the profit margin is different from the moving industry; to sell your destination services and the added value of your company; and to understand how to structure your company, your departments, in order to provide outstanding services to your customers.

No prior knowledge or prerequisites are necessary.

Topics covered

  • The Key stakeholders of the relocation market
  • Who are your customers
  • Needs Assessment
  • The basic destination services and their components
  • Costing and profit margin

The foundations of Project Management

This course is suited for all employees and managers who want to manage, coordinate and lead projects. You will learn to understand why projects are a complex and yet very important concept; how to apply project management methodology; how to have a more structured approach to project management; how to transform your project into tangible results and avoid common pitfalls.

The course includes 3 sessions of 1 hour each, practical exercises, sharing experience with peers and home work between each session.

Topics covered:

  • Part 1: Project phases & Business Case
  • Part 2: Project Plan
  • Part 3:

Closing

Measuring success

Implementation

Pitfalls


Risk Management

This course is catered for employees at management and/or senior management level . You will learn how to identify, manage and assess risks and how to develop risk management processes.

Topics covered

  • Understand risk management as a concept
  • Identify the risks in your business
  • Assess the risk
  • Manage the risk
  • Apply a risk management methodology
  • Develop adequate risk management processes
  • Be compliant with FAIM requirements