Skills Workshops

How skilled are the members of your front-line in handling customers?

Are their people skills as good as their job skills? In many businesses we find greater emphasis on the ability of staff to do the role they are employed for than establishing the skills and attitude needed to create great relationships with the people they work with and serve.

We provide Skills Training in these key areas of business:

“The strength of any team is determined by its weakest link… which is yours?”

Our Signature Program

The Welcome Guest CX Enhancement Program

A team development series to align your team and establish a strong Customer Centric Culture

This three part workshop series will establish clear appreciation of the need for higher standards, provide the skills needed to deliver them and inspire your team to achieve them.
Whilst the operational function of the business is essential for trade, consistent delivery of exceptionable Customer Experiences at every level of the organisation is a far more important requirement for sustainable success.
This customer centric approach can only be achieved through the establishment of a truly aligned and engaged team who understands the importance and work together to achieve it.

This workshop series will cover:

Session 1: Five Star Customer Experiences (Half Day)

- Key principles for dealing with people
- Customer Service vs. Customer Experiences and why great CX is essential
- Implementing a Customers for life approach and why it’s critical
- Why great CX is a collective responsibility of the entire team
- Using the “GUEST” model for great Customer Experiences
- Understanding Customer Expectations to set service benchmark

Session 2: Five Star Customer Engagement Skills (Half Day)

- Creating Positive 1st Impressions
- Building Great Rapport
- The Influence of Attitude
- Effective Communication
- Key Consultation Skills
- Telephone & Email Strategies

Session 3: Five Star Teams & Processes (Half Day)

- Why an engaged and aligned team is essential for success
- Team Spirit... The real strength of a team!
- The importance of regular and healthy team conversations
- The importance of flying in formation
- Defining, using & refining processes

Bonus Session: Mapping your Customer Journey (Half Day)

This half day session in aimed at establishing a shared understanding of the many touch points or “Moments of Truth” that a customer experiences prior to, during and beyond an interaction with you and your team.
The exercise then invites those responsible for the delivery of those moments, to re-imagine each of them and explore the opportunity to refine them with a greater emphasis on how those moments impact the feelings your customers take with them as they leave.
In almost every scenario, its those feelings that will have the greatest influence on whether they return or not and how they will talk about it with other consumers in your market. 
“JB, you’ll be pleased to note you’ve had an incredible influence on our team.”
Liann Anderson
General Manager, Life Law Solutions
Please also refer to our TEAMS page for a full run down on our team development tool

Additional Skills Modules

Consultative Selling to Create Customers For Life

Gone are the days when the art of selling was all about being a slick negotiator who could dazzle your customers with fast talk and a big cheesy smile. Today's consumer is far more informed and generally has a pretty good understanding of what they're looking for.

As a result, today's Sales professional also needs to be significantly more customer focussed and use a more consultative approach.

The most obvious change has been the enormous shift to on-line shopping. Consumers now have access to infinite choice and our ability to successfully build relationships with our customers is undoubtedly our strongest opportunity to enjoy high levels of repeat and referred business.

This workshop will cover:
- The benefits of embracing a Customers for Life approach
- The recipe for Reading People and Adapting Your Behaviour
- A simple approach for building Customer Relationships to enhance sales results
- A structured method to articulating value to create desire 
- Six personal elements of successful and productive Sales Professionals

Strategic Communication for The Best Results

Unless you've crawled under a rock somewhere or found yourself a tropical island to escape to, then like the rest of us your now subjected to more communication than ever before.

And while we have more tools than ever to supposedly make communicate easier, most would agree that due to the level of 'white noise' we are subjected to in any given moment, communication in many cases has become less effective than ever.

Whether its the constant distractions we are surrounded by or the just pace of life, the simple fact that we seem to have lost the art of effectively communicating with each other in a way that guarantees the best results.

Getting the best out of your staff, your colleagues and your customers requires the highest standards of strategic and effective communication.

This workshop will cover:
- What is Strategic Communication and what are the likely benefits?
- When and why to use different forms of communication
- A simple approach for building Customer Relationships to enhance your results
- Understanding why some people communicate differently and how to adapt  
- How to build a Communication Strategy that delivers the best results

Presentation Mastery ... Make the right impression every time

"Make Your Next Presentation A Winner"

Learn how to plan, produce and deliver a presentation guaranteed to deliver the right impression to every audience, every time.

Gain insight from more than 20 years experience in developing and delivering presentations to a variety of national and international audiences.

This workshop will cover:
- Producing dynamic presentations with great WOW factor
- Expert practical PowerPoint tips for guaranteed success
- Developing templates & master slides
- Adding images & multimedia
- Adding animation for impact
- Setting-up and using A/V Equipment
- Tips for planning successful events
- Enhanced Presentation Techniques
- Engaging your audience… and keeping them there!
- Reading your audience and understanding their preferred engagement styles

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Contact us now for a FREE consultation and we'll tailor a solution that's right for you. | +61 7 3311 2721 | +61 412 389 218 | Skype: justin_bayliss