in-house
As examples, we illustrate below a range of in-house courses that we offer. In addition to these and our open programmes, we would be delighted to discuss your needs in more detail and work with you to develop and run a programme to meet your specific requirements. To discuss any of these options please call Carolyn on +44 (0)1293 568817, alternatively e-mail info@techniquesforchange.co.uk.
customer service programmes
World class organisations operate to consistent behaviours and are able to handle even sensitive interactions such as giving customers bad news in a skilful and positive way. They do this by clearly expressing a small number of behaviours,which lead to great customer service. These are then embedded via learning, coaching, appraisal, modelling by senior people and sometimes even in advertising as part of the customer promise.
We have helped a range of organisations to assure success in this way so that:
- success is designed not accidental
- great service can be delivered in a consistent and competent way
- as new people join there is a model they can learn and adopt quickly
- customers have a consistent experience.
We have helped a range of blue chip organisations including BT, BAE Systems and Rolls Royce run large customer service programmes with different modules and components to suit different populations, for example:
- leading customer service
- managing customer service
- delivering great customer service
successful negotiation
Negotiation can be a demanding skill and to negotiate successfully you need to have a clear goal and an effective strategy for achieving it. This course is intended as an introduction to negotiation and will provide essential techniques and strategies aswell as develop your confidence in tackling negotiations and achieving successful agreements.
example content (two-day programme):
- the negotiating process
- influencing skills
- building rapport
- game theory
- handling conflict
- breaking the deadlock
- achieving successful outcomes
writing winning proposals
As the business world becomes more and more competitive and customers become more and more demanding, professionally produced proposals are often the key to selling into new clients and selling on with existing clients. The tools and techniques you will learn on this programme will increase your chances of winning more business and improving your sales performance.
example content (one-day programme)
- why proposals?
- what sells?
- client decision making process
- the effect of company culture on proposals
- proposal structure
- the principles of proposal writing
- writing style tips
- presenting proposals
- analysing proposal samples – good and bad
