CREATE OUTSTANDING CUSTOMER EXPERIENCE

 

Customer service is the lifeblood of every business. 

You can offer promotions and cut prices to bring in as many new customers as you want, but unless you can get those customers to come back, your business won’t be profitable for long. And a true sale isn’t complete, until the customer comes back and buys from you time and time again. It costs 7 times more to replace a customer than it does keeping one. Most businesses ignore this fact.

Here are some of the Skills you will learn in this program:

  • Understanding the Customer Journey
  • Interact and Communicate with your customers effectively
  • How to handle Customer Disputes and Conflict
  • Deal with Customer Complaints and turn them into Positive Reviews
  • Using the power of Social Media effectively
  • Increase the overall Customer Satisfaction
 
Providing an Outstanding Customer Experience is about:
 
Culture – Giving the customer what they want, not what you want to give them.
Empowerment – It’s all bout bringing the customers back and have them wanting more.
Scalability – It’s about sending them away happy- happy enough to pass positive feedback about your business along to others. This will allow you to grow and expand your business, and deliver results.
 
 

SALES SKILLS

The most important thing we need to understand during the sales process, is what motivates people to buy and the basis of their decision making. 

A sales person must understand what the prospective client is subconsciously feeling in order to identify and overcome the obstacles that may prevent them from completing a successful sale. These obstacles are usually concerns derived from “Customer Fears” which prevail in all buying situations, but vary in importance from one individual to the next.

In this Sales Training program, you will also learn the importance of;

  • Presentation – Why presentation is important, as you don’t get a second chance to create that first impression.

  • Marketing – How to create a wow factor

  • Attitude – How the attitude of the sales person can have a huge impact on the sale.

  • Key Word Back Tracking – How certain words are important during the sales process. 

  • Appearance – Dressing appropriate to your business. Dress to impress doesn’t always work and can make the customer/client feel uncomfortable.

  • Knowledge – Understanding your product or service intimately will play a huge role in the outcome of a sale.

Everything covered in this training is aimed at creating a comfortable and inviting environment where the customer/client feels at ease and gains confidence and trust that will have them coming back and do business with you again.


Negotiation SKILLS

Negotiations are crucial to everyone… every day.

Negotiation is a dialogue intended to resolve disputes, to produce an agreement upon courses of action, to bargain for individual or collective advantage, or to craft outcomes to satisfy various interests. It is the primary method of alternative dispute resolution. 

In this training program, there are six key areas that we will focus on to improve your Negotiation Skills and have you negotiating like a professional.
  • Preparation – You will learn what you need to think about before entering into a negotiation. Most great negotiators spend around 8 times more time planning the negotiations than the length of time they anticipate spending during the negotiations
  • Communication – You will learn how to communicate to get the best outcome in a negotiation.
  • Motivation – You will learn how to understand what is motivating both parties and why it’ so important.
  • Power – You will learn how to understand who has the power in a negotiation.
  • Psychology – You will learn how to pick up and identify any tricks or ploys that may be presented and how to address them.
  • Outcome – You will learn how to create a positive outcome.
 
This training is to teach you how to look at what works and what doesn’t. Along with the tools to successfully negotiate anything you want.

CREATING A PEOPLE-FIRST CULTURE

The People-First Culture Program will introduce your employees and teams to concepts, frameworks and tools to work with greater productivity and efficiency, in the context of both project and non-project work, improve the quality of creative problem solving and innovative solution design, resulting in increased employee engagement and overall customer satisfaction.

There are many reasons for developing strong, positive culture in your business, here are just a few of the areas we will work on together:

  • Culture – Having a great culture in your organisation improves staff attraction and retention. 

  • Empowerment – A great culture means the business isn’t wholly reliant on one or two leaders or owners; people are empowered to take responsibility and therefore the business becomes more valuable.

  • Scalability – Having a great culture allows you to scale and expand your business. 

  • Profitability – You attract more of the customers you want. People are attracted to cultures they identify with and so you’ll attract more of the customers who love what you do and how you do it. These people are always more profitable than people you have to entice and persuade to use your business or buy your product.

  • Workforce – People are generally much happier. A happy workforce is a more productive workforce and so the business makes more money and creates more value.


WANT TO FIND OUT MORE?

CAPTCHA image

This helps us prevent spam, thank you.