We all wish that every interaction with our customers would be both positive and uplifting. But as the saying goes, “You can’t make everyone happy all of the time.” As a result, we find ourselves in the middle of a conversation in which the customer’s anger is rising as quickly as our stress level! However, by understanding and empathizing with your customer, it is often times possible to turn that negative energy, into positive energy. In this session we will discover a process that will leave your customer feeling heard and assured that your staff has provided their best effort to resolve the situation.
The New Manager
Quality Management Systems
Effective Complaint Handling
Coaching and Mentoring
CREATIVE Problem Solving
Effective Facilitation Skills
Strategic Decision Making
Training Needs Analysis
360 Degree Feedback
With body language removed from the communication process over the phone, word and phrasing choices are even more critical. We may not always think certain vocabulary words and phrases are “problematic” but our customers may! Mastering the techniques in this seminar, we’ll ensure good communication and have customers who understand and accept our information more quickly
2: Effective Delivery - The Driver
The best car cannot perform without a great driver. We have put top-quality trainers behind the wheel to deliver a shared interactive process that engages and captures the interest of the trainee. Our 8-hour courses are interactive, educational, practical and entertaining, which leads to practical adoption and use of what has been learned.
Meet the Second Pillar of Training: The Trainers
1: Quality Content - The Car
You have to start out by putting the best product on the track. Designed and developed by the gurus in their fields, we have created exceptionally powerful, practical, efficient, and results-oriented training built for the real world. You won’t find these courses taught at Harvard.
3: Follow-up Support - The Pit Crew
Taking the checkered flag cannot happen without a great support team to keep the whole process on track. Adoption and use of what has been learned is achieved through follow-up and support by our team, ensuing that the objectives of having a better-trained staff are achieved..
Sometimes, no matter how skilled your employees are on the phone, getting information from callers can be a frustrating experience for all involved in the interaction. In this session, we’ll discuss subtle “gems” that will create a comfortable and safe conversation, inviting the client into a partnership by asking for their help while at the same time, directing the call.
Do you want your customer feel like this when they call you?
"One Great Reception"
Receptionists are the “front door” to your organization, and as such, they often make the first impression in the eyes of a customer. In this seminar, we’ll discuss key concepts for people in the vital role of reception and hospitality, since the people in these roles can actually ‘make or break’ an existing or prospective customer’s experience with your company.
In “One Great Reception”, we’ve combined elements from the webinar “Etiquette Essentials from Start to Finish” (from the “Core Four” Customer Service Series) and have added additional techniques for quickly and professionally handling both callers and face-to-face visitors.
We'll discuss key concepts for people in the vital role of reception and hospitality since the people in these roles can actually 'make or break' an existing or prospective customer's experience with your company.
- Handling face-to-face visitors and callers simultaneously
- Making a positive and professional first impression
- The best greeting
- Controlling the call
- Placing callers on hold and Screening callers
Etiquette Essentials FROM START TO FINISH
First impressions count – a lot. It all begins with how we answer the phone. Your employees will be sure to start off on the right foot with your customers when taking one of our Etiquette Essentials web seminars. Review the intended audience of each option and select the web seminar that best fits your employee’s work environment!
The Excellent Organization
Customer Relationship Management
Strategy, Leadership & Culture
Competencies and the organization
Strategy Management & Measurement
Human Resource Management
Leadership And Influence
Leadership And Delegation
The Work Organization
With over 50 highly interactive Training Modules, and covering all departments of Corporate Industry not only make us UNIQUE, also makes Us UNAVOIDABLE
The Customer Driven Organization
Selling Professional Services
Technical Report Writing
Telesales - Selling Over The Phone
Consider this.....85% of our ability to be successful depends not on our technical skills, but on our
communication and relationship building skills.
A Specialised One-Day Training Program for anyone in your company who interacts
with customers - or anyone else!
We believe there these THREE most important PILLARS
Our courses teach people practical skills that can be applied to enhance their performance in the workplace and life in general. Created to be practical and relevant, there are 3 main aspects that set us apart and have made us an innovative leader in corporate training industry.
Imagine what it takes to have a winning Formula 1 racing team…
"85% of one's success at the work place is attributed to soft skills and only 15% to technical skills" - Harward Study
“Soft skills get little respect but they will make or break your career” – Peggy Klaus, author