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Posts in customer handling

You can tell more than 40 things about somebody from as little as 6 words

By andrew on February 8, 2019

The power of vocal tone and energy can’t be underestimated. It is one of the liveliest modules on our training courses for both customer service and telesales / telemarketing. Demonstrating how NOT to deliver lines and then characterising them as vocal ‘colours’ is one of the enduring parts of the course according to the delegates. Ensure your vocal tone and energy is giving the correct impression to your customers.

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What to do with Christmas – business review

By andrew on December 21, 2018

Christmas and new year is a great time to take stock and review your business, your product lines, your customer mix etc. Most of the country goes quiet, so you can take time out to think, without being worried that the rest of the economy and your competitors in particular are stealing a march on you.

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Customer Service masterclass 4th – 5th December 2018 – Northampton

By andrew on November 21, 2018

Customer service masterclass – 4th & 5th December. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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Telephone skills masterclass 29th & 30th August 2018 – Northampton

By andrew on August 13, 2018

Telephone skills masterclass – 2 day training course covering many of the key aspects of telephone communication skills for improving relations with customers. Reception, internal sales, customer service, sales administrators, telesales, telemarketing and customer retention teams can all benefit from this wisdom.. Covering building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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Customer Service masterclass 13th – 14th August 2018 – Leicester Northampton

By andrew on August 11, 2018

Customer service masterclass – 13th & 14th August. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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Sales training for accountants – London

By andrew on May 28, 2018

Sales training for accountants in London on a recent one day course. Focused on looking at sales as a process and aimed at helping teams of accountants understand how to run the process to get the most from it. How to conduct a meeting with a client, pre-meeting preparation, how to stand out and how to identify what the client is looking for are all topics we discussed in this lively training day.

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Customers appreciate honesty

By andrew on September 29, 2017

Customer Service disaster. Sometimes things go wrong. And often in clusters. Have a plan. Follow our checklist to make sure you cover the bases and respond to it professionally and proactively. My customer service disaster a few years ago taught me a few valuable lessons. Not least of which is that if you hold your hands up and apologise to your customer, it often helps diffuse the situation.

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Telephone skills masterclass 27th April 2017 – Northampton

By andrew on March 24, 2017

Telephone skills masterclass – 1 day training course covering many of the key aspects of telephone communication skills for improving relations with customers. Reception, internal sales, customer service, sales administrators, telesales, telemarketing and customer retention teams can all benefit from this wisdom.. Covering building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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Customer Service masterclass 15th – 16th November 2016 – Leicester Northampton

By andrew on October 28, 2016

Customer service masterclass – 15th & 16th November. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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Customer Service excellence – speed is an impressive element

By andrew on August 8, 2016

Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!

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