Introduction
From first impressions to hand-over or call completion – how to become a ‘smooth operator’! Getting the balance between skills, motivation and product knowledge is essential. Our course modules are based on all three.

Sometimes it can be difficult to justify your team being away for one or two days when you are required to meet business objectives on a daily basis. The concept of the JIT approach to training is to support your ongoing needs by focusing each individual upon one area at a time. In just one 90 minute module every participant can develop a new attitude/skill that they will benefit from immediately.

Typical Objectives:

	Recognising best practice - identifying skills your team are already using to form the basis of building new techniques
	Perceiving your product/service from the customer’s point of view
	Developing new telesales/customer service skills - helping your advisors learn new skills smoothly and easily
	Committing to world-class service - enabling advisors to increase their knowledge in order to ‘over-deliver’ to customers
	Identifying ways of improving their service and develop a plan of action

Sample Programme
Maintaining the Gain - changing behaviour takes time and there is a risk that, without follow up, Advisors resort to their old ways or develop an incomplete skill set. It is proposed that the we work in partnership with your ‘in-house’ coaching team, to explore ways to continuously improve the customer experience/sales targets.

Outline

	Welcome and introductions
	We explore what makes excellent customer service. What are the business benefits? What is in it for you and your team?
	Communicating clearly and concisely - understanding the links between effective communication and customer loyalty
	Connecting with different types of people - being firm but flexible and the use of body language, voice tone and language in empathising/influencing customers.
	Resolving the issues - your major route to understanding your customer’s problem is through asking questions and listening
	Defusing a difficult situation - how to handle customer complaints and objections successfully, using new tools, tips and techniques
	Taking responsibility for following through - giving bad news and maintaining the customer’s trust
	Picking yourself up after a difficult conversation
	Action Planning

Activities to consider:

	Call Reluctance
	Customer Service
	Emotional Intelligence
	Influencing Skills

Satisfaction
Rating
2008

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Return on Investment