Training Programs

Better Customer Service

“People do business with people they know, like and trust”.

Customer service is more than just meeting, greeting and providing goods or services.

Being able to build and sustain a strong professional relationship with all your customers is a key to generating repeat business and sales.

In this program, you will explore and learn ways to:

  • Establish and build positive, credible relationships so customers feel more valued
  • Listen actively in order to facilitate better understanding
  • Speak effectively for stronger, more understanding relationships
  • Build and show confidence in you and your business for credibility and trust
  • Communicate in a confident, positive manner
  • Demonstrate that you know your business
  • Avoid conflict and manage tense situations in a positive way for win-win outcomes.

Better Customer Sales

While every business needs sales to survive, not every customer wants to be sold to.

Knowing when and how to recommend additional sales opportunities requires skill and understanding of your customer in order to be successful and retain your customer relationship.

In this program, you will explore and learn ways to:

  • Identify customer types and signals that indicate their buying preferences
  • Recognise customer needs and buying motives
  • Selling beyond initial needs by appealing to the customers buying motives
  • Spot opportunities for additional sales
  • Compliment your products or service benefits to the needs of the customer
  • Effectively close a sale

Better Customer Experience

The experience you deliver to your customers every day, through each transaction, directly and indirectly, either builds value for your business or destroys it. The sum of all these touch points is the customer experience that defines your business and brands.

In this program, you will explore and learn ways to:

  • Know what your customer is looking for
  • Understand key drivers that influence customer buying decisions
  • Selling your business or brand expertise in order to build credibility
  • Communicate with your customer
  • Telephone techniques and why it matters so much
  • Deliver on customer values
  • Turn customers into advocates of your business
  • 10 ways to make a customer really feel valued

Customer First

Reception & Customer Relations

While many companies promise to deliver an incredible customer experience, some are better at it than others. As receptionist or customer relations person, the customer often calls you first. You set the tone for all future conversations and dealings, while being pulled in many directions. You need to stay organised, and customer focused to keep everyone satisfied.

In this program, you will explore and learn ways to:

  • Apply time management techniques to help improve your day
  • Set and achieve your goals
  • Identify the right things to be doing and plans to get them done
  • Take control of things that can derail your productivity
  • Appreciate the importance of good customer experience relationships
  • Understand how your own behaviour effects the behaviour of others
  • Learn how to make every customer feel special
  • Understand the importance of professional telephone techniques
  • Feel more confident when dealing with difficult customers
  • Bring customers back to experience service that outdoes the competition.