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A Great Day Out

September 17, 2020ActivitiesCommunication, Complaints, Customer Service, Difficult People, managing expectationsadmin

A short but sweet exercise that works equally well in a F2F session or virtually. A simple way to start a course on managing expectations, understanding different perspectives or for exploring communication break down. DOWNLOAD NOW This content is only available to logged in users.  If you would like to become a member of the...

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The 7 C's of Communication

September 17, 2020MaterialsCommunication, Customer Service, managing expectationsadmin

A neat way of introducing some of the basics of clear communication. Includes an introduction to positive, negative and neutral language which always switched on light bulbs. DOWNLOAD NOW This content is only available to logged in users.  If you would like to become a member of the Training Designer's Club, you can join here...

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Lost in Translation

September 17, 2020ActivitiesCommunication, Customer Service, internal customer service, managing expectations, Performance Managementadmin

A really simple exercise that examines how we all interpret phrases and instructions differently. A great exercise for an communication skills course, performance management, customer service or managing expectations. Works face-to-face and virtually. DOWNLOAD NOW This content is only available to logged in users.  If you would like to become a member of the Training...

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Internal Customer Service Koosh Ball Exercise

October 29, 2019ActivitiesCommunication, Customer Service, internal customer service, team workadmin

This is a fun, energetic, short yet powerful exercise that illustrates how internal processes affect the service the external customer receives. All you need is 6-8 koosh balls (or bean bags), some stickers and some space. Can also be used for more general team work and collaborative working themes. DOWNLOAD NOW This content is only...

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Overcome Objections

July 21, 2019Power HourCustomer Service, Objections, Sales, Sales Processadmin

This session on overcoming objections focuses on handling the questions and concerns that customers have that makes them reluctant to buy. Objections are nothing to be worried about. They are a normal part of the sales process – people want to be sure that they are doing the right thing before they buy, so want......

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Close The Sale

July 21, 2019Power HourClosing, Customer Service, Sales, Sales Processadmin

This session on closing the sale focuses on how you can influence the customer to make a buying decision. Many people are afraid of ‘closing the sale’ because they feel it is about forcing customers into something that they don’t want. This is not true – closing the sale is simply about prompting the customer......

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Make Recommendations

July 21, 2019Power HourCustomer Service, Recommendations, Sales, Solution Sellingadmin

This session on making recommendations focuses on the part of the sale where you advise the customer, and recommend or demonstrate products and services that you feel are best for them, based on what you have found about their wants, needs and preferences. Making recommendations is not about taking a customer down a pre-determined route;......

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Qualify Customers

July 21, 2019Power HourCustomer Service, Questioning, Sales, Sales Processadmin

This session on qualifying customers focuses on one of the most important aspects of selling: understanding the customer. Many people hate having to sell to other people and indeed they hate being sold. This is usually because the salesperson tries to force the customer through a process without really considering the customer. Good sales people......

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Handle Complaints

July 21, 2019Power Hour7 Step Approach, Complaints, Customer Service, Salesadmin

This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively. In particular, by the end of the Power Hour attendees will be able to: Describe why people complain, and what they want when they complain Use......

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Customer Service

July 21, 2019Power HourCircle of Control, Customer Service, Five F, Sales, Telephoneadmin

This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time......

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This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time...

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