COURSE DESCRIPTION

To the customer, the employee or representative they meet or speak to are the business. Without proper training, these customer facing employees may respond or react to a customer in a manner which may be well meaning, but may alienate the client. Much practical assistance and role play enables your staff to be confident in front of a difficult customer, avoid inflaming a situation and develop customer loyalty.

OBJECTIVES FOR DELEGATES

• How to handle objections.
• Understand the importance of customer care in a sales environment.
• How to handle complaints in a positive way.

2. Through the Customers Eyes

COURSE DESCRIPTION

Many businesses spend large budgets to win new customers, while paying little attention to those simultaneously leaving through the back door – the ‘hole in the bucket’ syndrome. This course builds customer empathy, and through practical role play enables customer facing individuals make a lasting, good impression on the customer, as well as working in a manner which reinforces the value of the company brand.

OBJECTIVES FOR DELEGATES

• See ourselves as others see us.
• Avoid the ‘hole in the bucket’ syndrome.
• Learn the value of brands.
• Learn the importance of first impressions.
• How to use visual and verbal communication.

3. Assertiveness & Building Personal Confidence

COURSE DESCRIPTION

Many employees are well qualified and equipped academically for their role in an organisation, but lack the confidence and experience to communicate effectively, especially in difficult situations. The frustration that follows is both damaging to the individual, further reducing confidence, as well damaging the professional reputation of organisation as a whole. This course provides practical techniques in four key areas to boost personal confidence and enable individuals to assert themselves in a non-confrontational manner.

OBJECTIVES FOR DELEGATES

• To develop the confidence of the participants in the use of assertiveness skills.
• To understand behaviour and the reasons they arise.
• To understand the need for negotiation and persuasion in the workplace.
• To practice assertiveness skills and develop an Action Plan.

4. Understanding Body Language in the Business Environment

COURSE DESCRIPTION

Human communication is complex, with more communication through non-verbal channels than through speech. Understanding how to make others receptive to your message and ideas is central to success in any area of business. This course, through extensive application of theory by role play, ‘de-mystifies’ the unspoken world of body language, and provides an insight into how to beneficially use it.

OBJECTIVES FOR DELEGATES

• Learn the three main constituent parts of communication.
• Understand the importance of ‘congruence’.
• Dealing with emotional triggers.
• Learn what does your body language say about you?
• How to make the impression you want.

5. Relationship Marketing

COURSE DESCRIPTION

Relationship Marketing analyses how your marketing strategy should be adjusted, based on the buying behaviour of your customers. The course explains various theories of marketing and subsequently introduces the concept of relationship marketing and gives ideas of how to implement it in your market sector. Your companies’ current marketing activity is reviewed, and a marketing plan drawn up, based on a combination of approaches.

OBJECTIVES FOR DELEGATES

• Gain knowledge of marketing principles and ideas to make most effective use of marketing support/materials.
• Understand the importance of relationship marketing and the life time value of customers.
• Understand the buying behaviour of organisations.
• Review current marketing activity and discuss ways to maximise impact