on telephoneEmployment Law Advice

HR & Employment Law advice available via our retained EmployerGuard service or pay on demand...
Find Out More »

Training

We provide an array of management development training that we have developed as modules...
Find Out More »

signing a contractContracts & Handbooks

We can either review your existing contracts & handbooks or create new, bespoke documents...
Find Out More »

On-Site HR Projects

Project work including restructuring & disciplinary investigations can be safely outsourced to us...
Find Out More »

What Vibixa say about our Management Development Training

“HR Champions were able to offer us a flexible package of Management Development Training, adapted to encompass two levels of management. Their course design, interactive workshops and engaging trainer have helped us empower our managers to utilise skills and techniques in pursuit of shared business objectives.”

Emma Williams, Vibixa

In this ever changing business world it is important that the one thing that remains constant is our customers.  Properly trained personnel can improve customer satisfaction and customer loyalty and thus help the business to retain customers and improve profits.  By endorsing this culture, the business will not only retain but will also enhance opportunities for further sales and attract new customers.

There are a number of strategies and skills that are fully covered in this workshop from how we initially engage with the customer to employing good listening and questioning skills to fully understand their requirements. If we engage with a customer and increase their confidence in us in a two way relationship, we will have a customer for life.

 Who Should Attend?

 This workshop is aimed at anyone that interacts with a customer.  In addition to customer service representatives, this includes other positions such as receptionists, technical support representatives, field service technicians and sales engineers.

 Workshop Content

  • Core values

Defining what is ‘customer excellence’ and understanding its importance and how this links in with the business objectives and imperatives.

  • Understanding the customer

Understanding customer’s wants and needs and establishing objectives and outcomes.

  • Key relationship skills

Understanding effective questioning and listening techniques to enhance engagement with the customer.

  • Effective communication

Effective rapport building strategies, understanding the power of body language and using positive language.

  • Managing the customers expectation

Understanding how to manage different expectations with different customers.

  • Managing conflict

Resolving issues in a structured and effective manner to maintain a positive relationship and diffuse situations.

 

 Workshop Information

  • Duration: 1Day