We can help you to achieve:

• Customer Service That Your Competitors Cannot Easily Match
• Better Confidence - Optimism - Respect - Enthusiasm - Effectiveness - CORE-E
• Better Handling of Difficult Customers and Situations
• Better Communication Skills  
• A One Team Mindset
• Greater Resilience When Facing Change and Challenges
• More Sales Opportunities
• Better Time Management - Increasing Your Margin and Bottom Line
• Enhanced Job Satisfaction

Communication Skills

We help people to be better with all aspects of communicating and demonstrating value.

• In writing - from emails to reports, requests and recommendations
• On site - from the first to the last lasting-impression
• Reading people - from reading to managing body language and tone

Customer Service Excellence Skills

We all need a refresher and some fresh perspectives from time to time. We can help you to:

• Build consistency
• Demonstrate ways to get customers and colleagues on side
• Differentiate your brand by having better skills than your competitors

Handling Difficult Customers

When under pressure, humans become reactive, sometimes this is helpful but not always. This is why we provide tools that help people to:

• De-escalate conflict
• Make better decisions and communicate more effectively when under fire
• Focus on the need without forgetting all that’s good about your solutions. Which can also be helpful for stopping customers from using past failures to gain discounts

Building Resilient Teams

Resilience affects the quality of our performance and our lives. This is a key part of our recipe for success. We can give your team tools for:

• Understanding and managing stress, fear, frustration and even anger
• Working better together with others (colleagues or customers)
• Improving their lives

The way that we train and coach people makes them feel invested in.

Increasing Sales Opportunities

Some of the best sales people are your Engineers. They are close to
customers and they can:

• Identify opportunities
• Make trusted recommendations
• Demonstrate value (or undermine it by saying the wrong thing)
• Selling without selling is a skill that we can help your team to develop.
  

Working as One Team

It doesn’t hurt to be reminded that how and what we communicate brings out the best in others, especially:

• When we are under pressure  
• When customer needs or expectations are not being met
• When we need help and support

Time Management - Your Bottom Line

When we talk about time management we really mean task, people and process management.

One example is avoiding giving customers the ‘black hole experience’ (illustrated in the flow chart below) which is when they have uncertainty. Uncertainty increases stress and this can trigger what customers imagine will happen next and unhelpful reactions. By using our DDT tool (day, date, time) and technique employees can:

• Demonstrate ownership of customer needs
• Work more effectively and efficiently together
• Manage their workload and priorities in smarter ways

Job Satisfaction

PSL training offers a low cost high return on investment that will:

• Make your team feel invested in
• Make their lives more interesting and rewarding
• Make their service even better for internal and external customers

Your people are and can be exceptional. Their potential and growth is your future.