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UPDATE

I’m sure you’ll agree that many businesses including my own and that of many of my clients have been thrown into turmoil this year, due to the Corona Virus.

Many businesses have had to either get their staff to work from home, go on ‘Furlough’ or worse still lay them off

The vast majority of my work in the last 14 years has been workshop led, usually classrooms with 15-ish people round the room learning in an informative, engaging and fun environment (I’m a big believer in the philosophy that if you ‘laugh you learn’)

So, it won’t come as a surprise I have had to tailor my delivery method from classroom to online

Please bear with me as I update my website to bring my courses bang up to date

The modules listed below have up until this year have been delivered in the classroom – usually around about 7hrs long (plus breaks)  – well I am now in the process of taking them online – either through interactive sessions via tools such as Zoom, pre-recorded Webinars, a combination of both or stand-alone Online Courses – all tailored to the needs of individual clients but all delivered in bite-size chunks – a number of fellow trainers have told be of their 6hour online Zoom calls – with a break halfway through the day… the thought of this fills me with dread – poor souls having to sit through that

So, if you are looking for an informative, engaging, and fun way for your team managers to learn, check out some of my modules below and give me a bell – if you can’t see what you are looking for, give me a bell. If I can’t do it, I’ll put you in touch with someone who can – I’ve been around the block for a while and either know stuff or know people that do

Courses – Classroom /Online Course / Live Virtual Session / Hybrid

SalesKerplunkaFunnel – plugging the whole in your Sales Funnel

Many businesses (large and small) are often great at ‘getting customers in’ but often no soon is the customer has the prospect become a customer that they leave at the end of their 1 or 2-year contract. 

How you deal with those customers from day 1 and beyond can have a major impact on how long they stay with you and how much they spend with you

This course looks at many ways that could help you keep them longer and spending more

Topics

    • Know your Customer’s Buying Profile & their Pain Points
    • Engage with your customers 
    • Recruit staff with passion, patience & personality. 
    • Pick your lane – don’t try to be all things to all buyers
    • Learn from your mistakes
    • Unleash the talent within
    • Never forget your customers have a voice
    • Keeping your customers & staff up to date with changes 
    • Action Planning

Handling Customers Professionally 

Learning Outcomes

    • Defining Customer Excellence
    • The benefit of getting it right
    • Customer Focus & The Quality Grid
    • WIIFM / WIIFT / WIFFO
    • Self Evaluation
    • Rapport & Relationship
    • Communication Excellence
    • The Importance of Body Language 
    • The Importance of Vocal Variety
    • Excellent Questioning Techniques
    • Transactional Analysis
    • Johari’s Window
    • Action Planning

‘Difficult Customers’ … “don’t ya just luv ‘em?”  Well… You Should !

Learning Outcomes

    • Handling Demanding Customers
    • Avoiding Objections
    • Delivering Unwelcome News
    • Confidence to Say “No” – Professionally
    • Service Recovery
    • Seven A’s Model to Handling Customer Complaints
    • Going the Extra Mile
    • Seven Ways to Deal with Pressure
    • Top Tips for Customer Excellence
    • The benefit of getting it right
    • Action Planning

Customer Service – The Fundamentals

Learning Outcomes

    • Customer Drivers
    • Customer Needs
    • General Principles of Service
    • Communication Skills for the Phone
    • Active Listening
    • Stimulating Other to Listen
    • Using Your Voice Effectively
    • Impact of Negative & Positive Language
    • Questioning Types & Techniques
    • Best Practice for the Phone
    • Hold and Call Transfer Techniques
    • Action Planning
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