Exceptional Customer Service

Why are we surprised when we receive exceptional service? Is it because customer service is now the exception rather than the rule – an oxymoron in fact?

Providing “good” customer service is no longer good enough – if you want to stand out from your competitors your organisation has to deliver service that is outstanding and deliver it at every customer interaction. Keeping your existing customers is far more cost effective than acquiring new ones, so doesn’t it make sense to invest in keeping the customers you already have?

This course:

• explains why exceptional service is so important;
• it provides skills required to deliver world-class service;
• shares methods on how to grow existing client relationships;
• helps you build loyal relationships with customers that result in tangible return on your bottom line

Effective Communication

Do you ever feel that other people do not take you seriously, listen to what you have to say or engage in dialogue? Do you wish your could be more confident, self-assured and authentic in those situations where you feel uncomfortable?

Effective communication is pivotal to building and maintaining lasting relationships both with internal and external customers. Without doubt, unless you are a company of one, at some time or another, communication will go awry through no one’s fault or intention – it is just the way it happens. Maybe you have pockets of ‘them and us’ - marketing vs sales, management vs reps or you might have cross-functional teams or virtual teams whose ability to communicate efficiently is vital for business success. Communication skills have to be honed and developed on an on-going basis as even the best communicators can have their skills undermined when they get wrong-footed, face potential humiliation, feel misunderstood or get really surprised by someone else’s behaviour. If your business has groups of people who simply have to communicate then Effective Communication training is what you need.

This programme will:

• provide techniques to establish instant rapport;
• allow participants to understand their own communication style to maximise connections with others
• teach empathic listening techniques and questioning to ensure understanding
• describe assertive, submissive and aggressive communication
• provide the skills to react calmly and positively in challenging situations
• teach strategies to diffuse challenging behaviours and situations

Time Management

Do you ever feel that you need more time in your day? Do you find you can’t achieve all that you want to?

This course gives you the tools to regain control of your workload by managing yourself and others more effectively. Learn tricks to better manage paper, be efficient electronically and have personal systems that work.

You will learn to:

• prioritise intelligently,
• say no assertively,
• delegate confidently,
• deal with interruptions effectively,
• better manage meetings
• maintain a healthy work-life balance.

Introduction to Supervision and Leadership

Can you take someone who isn’t a natural leader and help them become one?

Leadership is one of those things that is hard to define but you know when you see it and you definitely know when it is missing! Our programmes pushes each and every participant to gain rigorous personal insight into what makes them tick and then to understand their impact upon others.

Learn how to:

• understand good leadership behaviours
• differentiate leadership from management
• gain insight into your behaviour and its impact on others
• listen with empathy
• polish interpersonal skills and communication skills
• lead by example with integrity

Smart Selling

Do you always close the sale or leave a call wondering if you’ve been effective? Do you yearn for a more structured approach to your sales call?

This course gives new sales people a solid understanding and foundation, completely demystifying the whole sales process and gives experienced sales people tools and techniques to refresh and reaffirm their approach. In this current climate we know that every company needs to feel confident their product specialists and representatives are ‘firing on all cylinders’ and able to close the deal, even when the going gets tough.

We offer the opportunity for participants to pool and share best practice to help them achieve their sales targets. With a sharpened awareness of all they already do well, together with bucket loads of extra insights to add to their personal sales toolkits, a day or two spent training with us is a great way to ensure that sales and confidence enjoy a mutual boost.

Learn:

• The entire sales process including
  • good preparation
  • establishing instant rapport
  • opening with impact
  • earning the right to advance call
  • eliciting client needs
  • powerful questioning techniques
  • presenting meaningful features and benefits
  • handling objections with ease
  • closing the sale with confidence
  • follow up
• A deep understanding of your unique behavioural style and how it impacts your sales experiences

Presenting with Pizzazz

Does the thought of presenting to an audience leave you shaking in your boots? Are you looking for ways to entertain, inform persuade and excite your audience?

You may have employees new to the presentation ‘game’; others who have been around the block and are in a rut, giving acceptable but not brilliant presentations; and you may have people who have to present detailed and technical information without putting their audience to sleep – all of these people can benefit from our Presenting with Pizzazz programme

Learn how to:

• structure your content
• open powerfully
• use your voice and body
• understand learning styles
• make nerves your ally
• effectively use PowerPoint
• connect with your audience and keep their attention
• deal with the unexpected