Customers appreciate honesty

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.

Telephone skills masterclass 27th April 2017 – Northampton

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?!

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

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?!

Telephone skills masterclass 10th May 2016 – Birmingham

Telephone skills masterclass – 1 day training course in Birmingham 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?!

Directing the conversation – the easy 2 stage process

Directing the conversation is a key skill when trying to steer your customer in the right direction on the telephone. On our 2 day courses we show you the easy to use 2 stage process – the Seek & Speak circle. We demonstrate it to you, and then give you the chance to try it for yourselves.

New financial year April – Learning and development budgets

April new financial year, new budgets and the time & opportunity to invest in the most costly asset your business has – it’s people. Customer handling, selling, complaint handling, generation of new business are key components of success for any organisation. Our programmes are designed to fit whether you have a budget of £35 or £35,000. Invest in your team, and give them the springboard to help grown your business.

Customer Service masterclass 8th – 9th April 2015 – Leicester Northampton

Customer service masterclass – 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?!

Telesales and Customer Service Training – how our fees are structured

To Market offers a range of tailored in-house and open courses in telephone sales, telemarketing and customer service. These courses are run across the Midlands : Birmingham, Coventry, Leicester, Northampton, Peterborough. Plus courses for telephone team managers, supervisors and team leaders.

Increase your response rates hugely – not an idea we’d suggest

A disaster – sending out monthly eflyer which got caught in a loop. And yet it increased our response rates dramatically. So there are some things learned from this exercise. You can turn this mass communication into positive outcomes by the way you deal with it.