Create Lasting First Impressions

This workshop focuses on the importance of creating the right first impression and emphasises that every interaction leaves a lasting impression on how the customer feels; dissatisfied, satisfied or highly satisfied.

You only get one chance to make a first impression. It makes sense to ensure that everyone on your team understands that the very first point of contact, whether it’s face to face, over the phone or via email, is critical to your future relationship with that customer.

In a busy working environment, it’s easy to become too ‘task-focused’ which means people are kept waiting. This can irritate your customer. It could also send them into the open arms of your competitor.

Your customers need a warm welcome and a friendly experience from the second they look in your direction.

In House Workshops

Customer Service: The Basics

This workshop covers the fundamentals of Customer Service. It’s a good starting point for new team members and a useful refresher for existing employees.

Identifying Your Customer’s Journey

This workshop helps you understand and identify all the touch-points a customer has with your company before they make a purchase, throughout the sales process and beyond.

Telesales Level 1: The Basics

This workshop focuses on the B2B environment and will equip your team with the basic skills and knowledge required to promote your products and services over the telephone.

Create Lasting First Impressions

This workshop focuses on the importance of creating the right first impression and emphasises that every interaction leaves a lasting impression on how the customer feels; dissatisfied, satisfied or highly satisfied.

Handling Complaints

This workshop focuses on why customers complain, how to handle difficult situations and maintain the ongoing relationship with your customer wherever possible.

Telesales Level 2: Structuring a Call

This workshop builds on the basic knowledge and understanding already gained from Telesales Level 1, and focuses on structuring the perfect call.

Delivering a 5-Star Customer Experience

This workshop will help you deliver a 5-Star customer experience every time.

Introducing a Customer Service Strategy

Business success depends on a customer-centric approach to service. This workshop explores why consistency across your organisation, together with external and internal communication are essential elements in a Customer Service Strategy.

Up Selling & Cross Selling

This workshop looks at selling skills and techniques to up-sell or cross-sell products and services to existing customers.