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PDF ORGANISATION PAGE 1  Introduction  History  About the trainer PAGE 2  The workshop  Learning objectives Page 3  Testimonals  Previous clients

CUSTOMER SERVICE EXCELLENCE Introduction Excellent customer service starts with good communication skills. Truly listening, understanding and responding to our clients and customers in a manner which builds trust and creates rapport is the key to creating customer service excellence. This workshop is underpinned by NLP techniques that will give employees a very real skill they can put into practice immediately. History Our 4 hour interactive workshop is based on `4 quadrant behaviour profiling` theories established by William Moulton Marston Ph.D (1893 to 1947). Marston was a professor of Psychology and a graduate from Harvard University. Marston’s theories are now utilised worldwide as a viable business tool to help us recruit, coach, communicate better, sell more and give a better customer experience. The Workshop This is an interactive half day workshop with a strong fun factor. Delegates will gain a new skill that can be applied immediately into the workplace. This Workshop WILL:


 Show you how to create excellence in customer delight  Help delegates understand the other persons point of view and achieve greater empathy and rapport  Encourage active listening  Help reduce conflict  Help delegates communicate more effectively with o Colleagues o Clients o Customers o Managers  Give you the tools and the confidence to negotiate a desired outcome  Build communication confidence  Help you achieve greater sales conversion About The Trainer The author and trainer of this workshop is one of Live and learns Directors; Lisa Kitchen. Lisa has over 15 years experience delivering results through effective training, coaching and mentoring. Lisa`s career history including working in the financial sector for Norwich Union and for blue chip company, The Hilton Group. Lisa`s career has seen her increase revenue through sales management and training, develop strategy for national organisations and implement customer excellence initiatives on a national basis. With a proven track record for results Lisa`s passion lies in training delivery and seeing the results its brings for the organisations she works with. Lisas style of delivery is focused on delegates `experiencing` rather than `talk and chalk`. Lisa quotes; an old philosopher named Confusious once said, “I hear and I forget, I see and I remember, I do and I understand”. A message which sits right at the heart of all her delivery. Learning Objectives • • • • • •

Know and understand the 4 quadrants of behaviour profiling. Understand your own profile and what that means in delivering customer excellence. Be able to recognise a customers profile within 2 to 5 seconds of meeting them. Be able to react positively to that customer utilising the behaviour profiling skill in order to create customer excellence. Understand how 4 quadrant behaviour profiling can help develop your own communication skills. Understand how 4 quadrant behaviour profiling can help you achieve better interdepartment communication


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Understand how 4 quadrant behaviour profiling can help you achieve greater sales revenue Understand how 4 quadrant behaviour profiling can reduce conflict and breed assertiveness

Testimonials “ Enjoyable, interesting and has provoked positive discussions amongst the team. If you need any references to support this training, send them to me”. David Uttley Managing Director Rostek UK Ltd “I am delighted to be working with the Live and Learn People Development Ltd. Lisa and Jay are highly motivated and professional in their aim to deliver high quality training. They always act with honesty and integrity. I will have no hesitation in using Live and Learn’s services again and recommend them unreservedly to anyone else considering working with them” Jill Cowles Apprenticeship Strategic Development Manager for North Somerset Council Learning & Development Team

“Wow. This has made a real difference to how we interact with our customers, clients and each other. We are winning more business by simply understanding our clients needs and responding to them in the right way. My team came away from this workshop energised, motivated and with a real confidence in how to apply their new skill. Lisa`s delivery was relaxed, fun and easy to understand. We loved how interactive it was; most definitely NOT your usual training session! Highly recommended. Gary Marsh MD Unleashed Marketing

“We have worked with Live and Learn for many years and could not see us working with any other Training Consultancy now. The service is second to none, no request is too much trouble, they go above and beyond on a regular basis, and this is all done with a willing smile and pleasant word. I look forward to many more years of working with Lisa and Jay.” Tammy Raynor Nuneaton and Bedworth Council HR Manager


CLIENTS PAST AND PRESENT FOR LISA KITCHEN AND LIVE AND LEARN              

Yorkshire Building Society Premier Inn North Somerset Council Unleashed Marketing The Basic Skills Consultancy Peach Orator HMP Styal Nuneaton and Bedworth Council Sheffield International Venues Barnsley Business and Innovation Centre Target Information Systems Louder than Life Cup Cake Cottage Voice Marketing


Customer Service