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Acquiring new customers can cost as much as five times more than satisfying and retaining current customers”(Source: Emmet C. Murphy & Mark A. Murphy; Leading on the Edge of Chaos)

Training

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Once transformation has taken place, ensuring that ‘the new way of doing things’ maintains momentum and remains embedded can be challenging. Training plays a major role in making this happen, so we work with companies on building transformational training programmes for customer centricity and specific areas of business focus, including:

Customer Centricity Training: Creating a paradigm shift by placing ‘the customer view’ right at the very heart of a business’ operations. We help everyone in the organisation look at the business in their same way as their customers – both outside in and chronologically

Situational Leadership Training: Not every person is motivated in the same way. Leading people requires different approaches according to the circumstances and personalities of the people involved. We work with organisations to build training programmes that focus on different leadership styles and how these apply to employee capabilities, motivations, sophistication & maturity in different circumstances.

Organisational Learning: If the only truly sustainable competitive advantage for businesses is learning and adapting quicker, then creating ‘the learning organisation’ can be a great way of getting and staying ahead of the competition. We work with organisations to adapt their learning environment, learning processes and leadership practices to help them strengthen their organisational learning.

Communication Skills Training: An organisation’s front line communications can hold the key to making or breaking customer experiences. We work with organisations to develop communications training courses to meet the specific requirements of functions, roles and/or industry sectors, focusing on questioning techniques, body language & active listening skills and conversation cycle training.

Consultative Selling and Negotiation Skills: Sales and negotiations can be the most critical element of building or breaking customer trust. We work with business to create training courses to meet the specific requirements of functions, roles and/or industry sectors, focusing on questioning techniques, body language & active listening skills, conversation cycle training, understanding the language of needs, up-, down and cross-selling techniques; and closing techniques.

We offer the following training propositions:

Situational Leadership Training Programmes
Situational Leadership Train-the-Trainer Programmes
Organisational Learning Programmes
Specialist Training courses