• Jumping boy - Front of house and reception skills

    Reception skills – the face of your organisation

    Reception staff are the “ambassadors” for your business.
    However, are they inclined to say “I’m just the Receptionist” rather than acknowledging their vital role in the organisation team?
    The first point of contact a customer has in any business is usually this member of staff who creates the first impressions of your company and this may affect any future relationships.
    This course will provide practical solutions to the day to day aspects of the job, giving Reception staff the confidence to represent the business to all clients, visitors and staff.

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  • Sales Team Management

    Sales Team Management

    A Sales Manager is only successful if the team achieves their targets.   Assisting each sales person to increase sales by only 5% will have a significant impact on the overall sales performance of the team.
     
    The skills required to manage sales teams are very different to those of an expert sales person.  However, many sales managers are former sales people!  

    If you are responsible for managing your sales team and want to help them improve their efficiency and meet their targets, then this course is designed with you in mind.  

    It will help you lead and inspire your team; plan, set and manage challenging but realistic sales targets to ensure that your team is motivated towards exceeding them.
    It will also cover the key skills of getting the best out of your sales team and team dynamics.

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  • Organising an Event

    Event Management – Organising and Planning Events

    So what event have you been made responsible for organising?

    • Charity Fundraising
    • Business event
    • Client entertainment
    • Exhibiting at Business Exhibition

    This one day event management workshop will give you the confidence to undertake whatever event you are responsible for organising. It will give you the essential tools to plan any event, to work effectively with project members and to ensure that the event comes in on budget - and is a great success!

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  • Digital Marketing course

    Digital Marketing

    In recent years, there’s been a big shift from offline to online marketing. This course gives you a basic grounding in traditional marketing theory, then brings you right up-to-date with the latest thinking about websites and social media. The focus is on digital marketing activities that benefit your bottom line.
    Part 1 Traditional marketing theory, with examples and practical exercises to demonstrate best practice. You will come away with all the main marketing principles at your fingertips, plus a marketing plan you can put into effect immediately. You will also learn what makes websites work.
    Part 2 Social media. You’ll understand the key mindset shift between traditional and social media marketing, and learn how to get best results from blogging, Twitter, LinkedIn, Facebook, Google+, Pinterest and YouTube.

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  • Key Account Management and Development

    Key Account Management and Development

    This key account management course is designed for delegates who are responsible for the development of new or existing key accounts to your business.
    Delegates on the key account management course will be equipped with the knowledge and techniques that enable them to demonstrate the key principles and process of key account management and to develop specific key account management plans for your accounts and implement and monitor these plans.
    You will think objectively about how and where to get your business and to plan your customer contact in a sequential way that moves the business forward.  There is a focus on adding value to your customers, above and beyond that offered by competitor companies and becoming an invaluable partner to your customers, rather than simply a supplier. 

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  • Selling by Phone

    Telephone Sales – reigniting the fire!

    Selling by phone - three simple words with the power to evoke a multitude of reactions, (usually around intrusive evening calls). Part of the aversion to selling by phone is that it probably has been tried with little success and from that springs the belief that ‘it’s had its day’ or ‘it doesn’t work anymore’.
    However, every member of staff who speaks to any customer is part of your sales team.
    In modern business there’s no escaping the phone as a viable and necessary form of communication when it comes to the exchange of goods, products, services, knowledge and skills.
    The phone is the perfect tool for creating sales opportunities.  It can create not just sustain business, and to not utilise the telephone effectively is a waste.
    This workshop is designed to revive and revitalise telephone sales skills for both the inbound and outbound calls.

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  • Become a Customer Service Star

    Customer Service – Become a Customer Service Star

    Delegates will learn their individual Customer Service Star Status and work through an action plan over the two days to develop their skills further.
    This programme will provide delegates with key skills to interact with customers through a variety of different communication channels such as face to face, on the telephone and through social media. Learners will understand how to manage expectations and to minimise complaints whilst understanding how feedback can improve service.

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  • Dealing  with Difficult Customers

    Service Users – handling difficult service users successfully

    Dealing with difficult customers and service users is not easy. Sometimes, no matter what you do, some people aren't happy unless they're unhappy!
    This Dealing  with Difficult Customers course helps staff that come into contact with those customers who appear to constantly be looking for a flaw in your service, taking advantage of your policies and being impossible to appease - that “hard to please” bunch.
    However,  perhaps surprisingly, you can learn more from these difficult service users, than you could ever learn from your most loyal customers, because often in the myriad of their rants, is a nugget of information that means you can address where your service might be failing.  Their feedback can be brutal but that doesn’t mean it isn’t useful.  
    Staff attending this course can learn the techniques for dealing with aggressive, challenging members of the public in a controlled way, enabling them to try to resolve their issues, reviewing the service offering, and when to know that whatever you do, will never be enough.  

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  • Sales Negotiations

    Sales Negotiations

    Recent research states that the process of modern negotiation can involve anything up to 7 people - key decision makers, finance, procurement. The skill of managing negotiation, whether it's a simple 1-1 discussion or a lengthy complex process is key. Negotiation is about balance, creating quality interactions that build and support good business and lead towards a win-win outcome where everyone involved feels valued.
    The course covers the fundamentals of successful negotiation - when to negotiate, key principles behind the process and how to deal with tactics or power play. It also looks at negotiation 'types', learning to say 'no' and handling objections. Practical advice combines with theory and practice to create a powerful and productive day.

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  • Partnership working for Local Government

    Partnership working – develop successful shared service partnerships and arrangements

    This one day course is designed to enable all those involved in partnership working at Local Government level to clarify the aims and objectives of the individual groups and how to play to each others’ strengths in ensuring the “whole is more effective than the sum of its parts”.
    Our experienced local government facilitator will help the partners to develop the leadership framework to work effectively.  The delegates will look at the benefits of working in partnership, the characteristics for successful outcomes and how to sensitively handle each others’ individual needs in the group.

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