The Easiest Way To Improve Skills

Our comprehensive sales training and coaching programs are the easiest way to improve selling techniques and results.

Effective Training

Although difficult customer situations may be challenging and stressful, the techniques we share can help alleviate stress and enhance your interactions, ultimately easing the lives of all stakeholders involved.

Provide your team with what they want and need, lift their morale and release their potential

Please contact us to find out more and how we can help you.

Choose what you want for your team

Our main goal is to create a course or event tailored to the unique definition of customer service excellence within your organisation, business, or sector. While certain principles are universally applicable, customisation is key to effective training and can also lead to cost savings. Successful training depends upon these factors 10% content and 90% delivery.

Find out how we take people on a journey to learning , rather than imposing it on them.

Examples of what this course covers

Understanding Our Reactions

Everyone possesses a natural fight-or-flight survival response, along with certain expectations of how we wish to be treated.

When someone treats us badly, it can trigger these fight-or-flight emotional reactions.

Enhancing guidance systems through effective training can equip employees with additional tools for managing challenging customers and situations.

By offering checklists similar in some way to those used by airline pilots during emergencies, you can assist individuals in handling these scenarios with greater calmness and efficiency.

It's worth remembering that the more rational, creative and helpful you need your employees to be, the safer you need to make them feel. Checklists and guidance can have a positive immediate impact.

The Think > Feel > Behave Model

Our thoughts influence our feelings and actions.

By changing our thinking, we can change our emotional responses and behaviours. Though it may seem simple on paper, it can be complex in practice due to our unique experiences and memories.

Effective communication is key.

By listening first, we can better understand and influence customer perceptions, building mutual respect in the process. Remember that after the interaction most customers will realise how helpful you were trying to be! Never tell a customer you appreciate how they feel. Repeat what they say instead, this shows you are listening.

Managing Extreme Emotions

Think of the subconscious mind as being like a bottle of lemonade. When shaken, it can easily overflow. When dealing with highly emotional customers, a calm and respectful approach is crucial.

• Some customers may behave poorly without meaning to and may later apologise.
• Others may not apologise but show kindness in future interactions as their way of making amends.
• A rare few may consistently behave badly. Prioritise safety, use respect, and debrief to process and learn from these encounters.

Four questions for managing instant stress

Using the power of how to elevate the quality of your thinking in high stress situations.

Learn how you can reduce stress, by having the tools and will to do so.

The Stop Button

Inspired by my own experience in stressful negotiations, this approach can benefit anyone dealing with instant stress. By pressing the stop button before responding, you can slow down your thoughts and enhance your decision-making skills. You do not have to respond instantly!

Reflect and Grow

Dealing with difficult people is a valuable life-skill.

Reflect on each interaction with a growth mindset. Consider what went well and what could be improved.

This approach helps us learn and grow without placing blame.

‍Your attitude will amplify your ability.

The Power of Intention

Always consider your intention in interactions.

Whether outcomes are positive or negative, knowing your intention is essential. A positive helpful intention will serve you well, no matter what the outcome, a bad intention will not. Your perception of others' intentions will in some way be influenced by confirmation bias, this is a natural human response where our survival mind is trying to protect us by blaming others. Blame may be well deserved. However, learning what you could do better or differently is going to be more helpful for your progression.

Principles of Customer Service

1. Understand customer needs
2. Take ownership (asking helpful questions, listening and taking notes can help you demonstrate this)
3. Use problem-solving tactics
4. Repeat as necessary

Good customer service can have a ripple effect, reducing aggression in subsequent interactions and making a positive impact beyond what is happening today.

Learn how you can transform your customer experience through having better, simple tools and strategies.

Thinking about what you are communicating

Body language and tone of voice can be either beneficial or detrimental. Taking these into account can significantly alter the impact of your communication and results.

What's in a word?

We will show you how you can transform what you are communicating through word substitution, tone and body language.

Think before speaking

• Does it need to be said?
• Does it need to be said now?
• Does it need to be said by me?

Using this approach calmly can help you decide whether to speak or hold back, creating better communication.

Share

Don’t internalise difficulties. Discussing your experiences with a supportive colleague can help you process and move on.

A good sounding board listens and asks questions, helping you clear your mind and rebalance.

Mindfulness training is also a helpful way to manage your mind and quality of life.

Keep up the fantastic work!

While challenging people and situations may arise, remember that your safety is always the top priority. You might encounter individuals lacking basic manners or experience intimidation, and even physical or verbal aggression. Always prioritise safety and avoid self-blame or blaming others, as it won’t help you. This doesn't mean you should accept being treated poorly.

With time, you'll become more adept at handling difficult customers. Reflect on each interaction to identify areas for improvement without placing blame on yourself or the customer. Bad interactions can happen, and even good people can do or say bad things - it's a part of life.

Always seek help and support from your employer, keeping an open mind and a willingness to learn. Embrace the habit of "thinking in ink." Taking notes during stressful situations not only prevents reliance on our unreliable memory, it also shows that you take the situation seriously.

Writing down what is said allows for clear reflection and accurate communication when seeking solutions or support.

Remember, every experience is an opportunity to grow. Keep learning, stay positive, and continue doing amazing work!

Happiness

Taking care of yourself enhances your ability to serve all kinds of customers. Work constitutes a significant portion of your life and by excelling in it, particularly when faced with challenges, you contribute positively to the lives of others as well.

Your positive attitude really does wonders for your performance and the lives of others around you as well.

So, consider this a little happiness hack!

Invest in Your Team's Success

PSL's proven training is a valuable investment that benefits both individuals and organisations, leading to more effective interactions, better outcomes, and overall success.