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100% Guaranteed Customized Training Programs!
Do your employees have the necessary skills to keep a competitive edge?
A well trained, motivated staff can make the difference between success and failure. We are what
we repeatedly do. Excellence then, is not an act but a habit.
Are you satisfied with the habits of your employees?
What can you do differently?
Transform the
poor-performing habits into results-driven habits. Proper habits grow from obtaining knowledge, attitude and skills. Knowledge is understanding what, how, and why we need
to do something. Skill is applying that knowledge in a practical situation. Attitude is desiring to transform our knowledge into skills and ultimately into a habit.
In
order for your corporate value of Excellence to exist, you must establish a specific ongoing process to transmit knowledge and, in turn, improve employee's skills.
How are our workshops designed?
Our trend-setting programs are highly interactive
to keep the interest of your employees. It's proven that retention escalates if a person can use all of their senses during the learning process. We incorporate all five and make it fun!
All training programs are customized for your needs and are backed by a 100% money-back guarantee!
What will we teach your employees?
CUSTOMER SERVICE
How to Communicate with Customers
- How you say it is just as important as what you say - how to hear yourself as others hear you.
- How to make certain you deliver service that exceeds their expectation.
Handling Problems and Complaints
- Recognizing the root sources of most misunderstandings and customer conflicts.
- How to repair a damaged customer relationship.
- How to say "no" when you have to without arousing resentment.
Dealing with Difficult Customers
- How to deal with unhappy, irrational, angry and upset customers.
- What to do when you feel yourself becoming angry with a customer.
- Using the H.E.A.R.D technique to diffuse emotional customers.
How to be a Customer Service Superstar
- How to be a catalyst for building teamwork, cooperation and support with your associates.
- What customer service people need most from their managers.
- How to wind up ever transaction on a positive note.
Improving Communications in the Workplace
- How to pinpoint communication breakdown.
- How to enlist the support of other departments and co-workers.
- How to avoid misunderstandings.
Projecting a Professional Image
- How to keep yourself energized, motivated and positive.
- How to make and immediate good first impression.
- How to sound polished, positive and professional on the telephone.
SALES
Building Customer Rapport and Good Will
- What words and actions signal a friendly "ready to help" attitude that makes customers feel important.
- How to effectively use voice inflection and body language to further communicate a positive message.
How to Communicate with Customers
- Simple techniques to identify customer need.
- How to use active listening to make certain you identify buying signals.
What makes you Better and Different than your Competition
- How to simplify and understand your competitive advantage.
- Techniques to efficiently explain benefits to your customer
How to Match the Appropriate Product or Service with your Customer
- How to get the information you need without offending your customer.
- Applying the power of questions to identify appropriate solutions and comfortably transition your customer through the sales process.
Customer Concerns and Objections are your Best Friend
- Know what to expect.
- How to respond so you are knowledgeable and caring.
Moving your Customer to a Buying Decision
- All buying decisions are emotional - how to convey that you understand their emotional needs as well as their material ones.
- Using questions to confirm your customer is prepared to move ahead.
Management
Building the Team
- How to recognize individual strengths and organize accordingly
- Ways to transform divided work groups into an enthusiastic, winning team.
- Peer conflicts: how to defuse them before they affect the entire work group.
Developing Effective Communication Skills
- Identify and capitalize on your personal interaction style.
- Techniques to develop your rapport and influence with others.
Knowing the manager's Role in Training and Development
- Provide direction and support that wins commitment from your staff.
- Develop performance standards that help everyone set and achieve goals.
Maintaining Employee Motivation
- Tips for motivating and recognizing your staff to achieve their full potential.
- Loyalty and commitment: how to build them and make them integral parts of your team's "culture."
How much does a training program cost?
Cost is primarily dependent upon the length of the program. Call today for a free consultation and quote.
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We
have seen measurable results from the
training both in our sales staffs' attitude
and job performance.
Terri Heater,
Customer Service Manager
Valley TeleCom Group
This
training, scheduled on a Saturday, became
the hit of the year. All of the participants
agreed the time was well spent. Some even
went so far as to say, "The training
was even worth giving up their Saturday."
I can only say that if you believe in
providing excellent customer service to
your customers, the person to further
develop your staff is David Saxby with
Measure-X.
Mary Beth Frawley,
Customer Service/Business Office Manager
Tularosa Basin Telephone Company
The
unique approach that you use in your presentations
are new concepts that seem to work very
effectively.
Gary Braxton,
Manager Telephone Dept
Tohono O'odham Utility Authority
You and your staff did a very good job of learning about BEK and our customers to tailor the training to fit our needs. Our employees had very positive comments about the program. Some of their comments included: it was tailored for our company - you knew BEK, enjoyed the interactive activities, gave examples on areas for improvement, and held their interest. Typically, it is very difficult for a trainer to get interaction from our staff, but you were able to do so with ease.
Roxi Pfliiger
Business Manager
BEK Communications Cooperative
I wanted to let you know how much we enjoyed the training that you held a few weeks ago. The meeting was very informative was and never boring. The role-playing and the activity games gave us a lot of insight into actual customer problems and creative ways to solve them. We had fun the whole day and recognized that customer problems can be solved easier with teamwork!
Claudia Morrow
Chief Administrative Officer
Ventral Texas Telephone Cooperative, Inc.
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