Courses are available as stand alone modules, development programs or as a group package.

Delivering Customer Excellence

• Customer Perceptions
• Defining Customer Service
• Customers wants, Need and Expectations
• Effective communication
• Understanding the communication cycle
• Dealing with complaints
• Developing customer handling skills
• Customer satisfaction Vs Loyalty

Handling Incoming Telephone Enquiries

• Communication Methods
• Verbal communication
• Structuring the call
• Delivering on expectations
• Active Listening
• Customer qualification
• Dealing with customer issues effectively
• Adding value

Advanced Information Gathering

• Customer Wants, Needs and Expectations
• Buying Motives
• Customer Behaviour types
• Questioning skills
• Active listening skills
• Hidden Needs
• Reinforcement
• Mind mapping and effective information gathering

Creating the Desire

• Applying AIDA ( Attention, Interest, Desire, Action)
• Customer buying motives
• Presenting to different customer types
• Positive reinforcement
• Overcoming initial objections
• Feature, Advantage, Benefits

Developing your Team

• Belbin team Roles
• Transactional Analysis
• Coaching, Leading and Managing
• Motivation
• Objective setting
• Monitoring and Mentoring