World leading customer relationship skills training

Improving performance does not have to be complicated or expensive. For a company to grow, it must have employees with the necessary skills. Those employees have to be trained on the company’s products, its processes and the customer or soft skills required to ensure that nothing gets lost in translation or the delivery of service and value to users or customers.

90% of performance depends on mindset

This can be a challenge and especially so in times of uncertainty. The mindset of employees depends on many factors, the most significant being the tools that they have available to manage fear, stress, frustration and their own self-confidence.

Reactions to customer requests or communications create risk. When employees know how to think and communicate in helpful, efficient and effective ways to internal or external customers, partners and stakeholders they prevent cost escalations and the creation of more opportunities for competitors to gain a foothold.

Improving Customer Satisfaction

When employees are highly technically trained, this does not mean that they possess the skills to handle every customer interaction. Communication and People Skills also create value in the minds of your customers.

Imagine a world where your employees customer service is driven by three powerful guides:

1. Understanding customer needs
2. Taking ownership
3. Using problem solving tactics
   

90% of customer satisfaction is dependant on communication.

Managers often do not have the time or skills to develop their teams and this is where we can help by providing our resources and tools to transform the performance of your team.

Communication is often the last thing on the mind of employees when their fight or flight response is triggered in a challenging call or interaction. Often unintended consequences go unnoticed and these can grow into memories that guide the voice of the customer.

Driving Growth

When employees are communicating with customers they are in a position to identify sales opportunities. This can be a low cost way of gaining profitable revenue and intelligence that improves your offerings to customers.

A good question can open a mind and make it ready to learn about new possibilities.

When employees know how to ask the right questions it makes their lives easier. It also makes the lives of customers easier too.

Conversations that employees have with customers are opportunities to learn. Really understanding customer needs can be a powerful way to build trust. The outcome being the win of a major project or additional sales that otherwise would have been lost.

80% of purchase decisions are based on a story. The buyer’s story, the sellers story or
someone else’s story. Through asking good questions learning happens, for the person asking the questions and the ones that are receiving it.

Imagine a world where your employees are asking smarter questions, really listening and taking notes. What would happen to the quality of conversations and sharing of insights?  

Most employees receive almost no training in how to ask good questions, how to listen and take notes. When they get to interact with intelligent case studies they become aware of opportunities that are hidden. When you set up and follow the right process, success is an assured thing.

Improving Employee Satisfaction

When employees are struggling this affects decision making, communication and sustainability. Change and challenges are inevitable. It is the toolbox that employees draw on that gives them the resources they need.

When employees have a limited toolbox challenges become problems, stress grows into frustration and sometimes anger. The consequences for which can be disastrous for them, for your customers and business.

We can improve the toolbox your teams use, this will help them to manage their fight or flight system, it will empower their performance and lives.

Give your team the tools that athletes and negotiators use to achieve peak performance and they will feel and become capable of more.

One of the hardest challenges for organisations is to find and keep the best talent. There are three reasons why employees perform well.

1. They want to do the job that they have.
2. They can do the job that they have.
3. They can cope with the stress that their job causes them.
   

By making training a real investment in your employees toolbox, by providing them with PSL check-lists and tools you will make their lives easier and you will see the return through how their skills and mindset deliver the results that a high performing team can achieve.

Protecting Your Price and Profits 

What do employees tend to say when customers put them under pressure or when things go wrong? "We should give the customer a discount". This may not always be the case, although it is a response that we have seen consistently.

When things go wrong it's a common response to focus on what's wrong and to forget what's right. Engineers, project managers and support teams don't want to let customers down, they don't want to deliver solutions that are late or not fully functional and they don't want to have to handle complaints, stressed frustrated or angry customers.

Because the flight or flight limbic system is what reacts first to threats or opportunities the easiest fast solution tends to follow. Because we tend to remember what's gone wrong more easily than what's gone or will go right, skills and tools are needed to manage this and these will protect your customer satisfaction, your price and profits.

Give them a discount is easy! It works, which is why people use it. However, when employees and customers have a clear picture of value creation, then conversations about money or scope changes become more rewarding.

Conclusion

For growing businesses, navigating change successfully demonstrates that the company can provide value to customers, regardless of where they live or what language they speak. Having the best people will enable them to find ways to increase market share.