Open Enrolment Short Courses

Improve soft transferable business skills - helping your staff do their job more efficiently.

90 minute session in the following skill sets:

We have more than 170+ bite size sessions available, each with Overview, Goals & Objectives. We can build a course to address a Learning Needs Analysis (LNA) - it could not be easier, let us know if you would like to know more.

All sessions are CPD Accredited & attract CPD points.

90 minute bitesize on-line sessions using Tutor-Led Virtual Training

Get in Touch

Face-to-Face Customer Services

Face-to-Face Service Skills - 1
Create effective first impressions:

First Impressions
Welcoming your customers - the 6 essentials
Positive communication and body language
Connecting with your customers
Skills practice

Face-to-Face Service Skills - continued
Recognise, build rapport & relate to customers:

Being attentive - ostrich or meerkat?
Building rapport quickly with your customers
Listening and questioning skills
Recognising and responding to customer types
Skills practice

Presenting Your Product or Service
Personalise your 'sales pitch' to customers' needs:

Using positive language
Features tell, benefits sell
Using emotive words in your sales pitch
Personalising your pitch to the customer
Skills practice

Handling the 'Moments of Truth'
Influence critical points of customer contact:

What shapes your customer's expectations?
The 4 Ps of the customer experience
Mapping the customer's journey
Defining the critical moments of truth
Identifying practical actions

Telephone Service Skills

Telephone Service Skills - 1
Handle phone calls with confidence:

The 8 great telephone hates
Powerful greetings and closings
Handling calls - on hold; transferring; signposting
W.A.R.M. - taking control of your calls
Skills practice

Telephone Service Skills - continued
Communicate professionally with customers:

Your telephone voice personality
Voice mirroring
Using positive language
Handling the different types of caller
Skills practice

Opening the Outbound Sales Call
Getting through to key decision makers:

Getting past Gatekeepers and voicemail
4 steps to making a positive first impression
Do's and Don'ts of opening a sales call
The 'hook' - gain attention; get to the next stage
Skills practice

Maximising Inbound Sales Calls
Turn inbound enquiries into SALES!:

Greeting the caller positively
Asking the right questions
Giving information that 'sells'
Asking for the business
Skills practice

First Line Management Programes

Developing Management Style
Your approach to managing others:

What's it like being managed by you?
Your task-people orientation
Identifying your management style
Recognising when to use different styles
M.B.W.A. - Managing by 'walking around'

Developing Trust with your Team
How trust affects performance...:

What trust affects
Building trust
What erodes trust
Your trust worthiness
Rebuilding trust

Communication Skills
Communicate effectively with your team:

The communication process
Identifying common problems
Principles for effective communication
Key face-to-face communication skills
Skills practice

Team Briefing
Develop and deliver effective briefing sessions:

The need for effective team briefing
The 4 Ps - team brief content
Structure of the briefing session
Encouraging feedback and involvement
Practice applying the skills

ILM Approved Centre

Contact

Contact Us

If you are looking to improve soft transferable business skills to help your staff do their job more efficiently, contact us today to learn more about how we can be your partner in that change..