Inspire Development

Workshops

Testimonials

Howard and Katerina Rose of Inspire Development are a great team – between them they offer a unique and comprehensive package which they are able to tailor to your exact requirements. It’s a no brainer – personal service with all of the professionalism and expertise that larger companies offer‚ whilst respecting your budget. Inspire Development continues to be my first choice when looking for an imaginative and reliable solution to training and development needs from individuals to whole company training. Ruth Flynn, Safoni Pasteur MSD
Your enthusiasm, passion and interaction kept the team completely motivated and committed throughout the ITC. Thank you for putting together a programme which stretched the delegates, but was also fun. Sue Birch, General Business Manager, The Vacancy Management Company
I would like to personally thank you all for your efforts in producing a first class design and delivery of this programme. This was clearly recognised by all the delegates to have been of the highest standard. David Roe, Head of Training and Development, Janssen-Cilag Ltd
Inspire Development maintain a passion and enthusiasm that is truly infectious and inspires all who come into contact "meaning that the courses give tangible benefits both professionally and personally." Colin Hurst, Head of Training and Development, Schering Plough Ltd
I know whatever our requirements are, Inspire Development will tailor make a training course specific to our needs and deliver a programme that the delegates become thoroughly absorbed in. Sue Birch, General Business Manager, The Vacancy Management Company
You immersed yourself fully into the programme and the sessions that you facilitated were excellent. The delegates really appreciated your naturally enthusiastic style and listened intently to what you had to say. Phil Yates, Director, Customised Training Solutions
I have never witnessed a training session that was delivered in such a way that the delegates left challenged, enthused and motivated to make a change in such a way as Inspire Development does I cannot speak highly enough of the service provided. Mark Shiner, Sales Trainer, Ortho Biotech
Throughout 2006 I led a large-scale development programme for one of the UK's largest blue-chip organisations, and I needed a team of highly skilled facilitators to deliver the programme. Kat was recommended to me by a trusted business colleague. It has been a privilege to work with her. Not only is she a consummate facilitator and topic expert, her enthusiasm and passion for her work is infectious and we have received stellar evaluations whenever she has been involved on delivery of a module. She has added immense value to the programme and I look forward to working with her again in the future. Mary Long, Director, Jordan Consultants
I know that the team have already given their feedback, but I thought I would write you a note rather than leave a message. I think that the course achieved the brief really well and was relevant to the team. The team were clearly energised when I arrived showing their enthusiasm for the theory and techniques incorporated into the AL session. Kat was a great role-model for the course demonstrating the skills she was advocating. As an excellent course leader, she made it look really easy and completely natural. Kat showed tremendous empathy with the group and tailored the sessions well to keep us all engaged. The group came out with a lot of ideas and solutions to use for the future and I have committed to follow up during our 1:1 sessions and at team meetings to continue the enthusiasm and momentum.
Thank you both for coming up with a training solution that was so relevant and inspirational. Chris Quinn, Training and Development Manager, Shire Pharma

Customer Service

Overview

Can your product or service be obtained elsewhere? Yes I thought so! So what is the difference that will make sure your customers come back time after time and also recommend you to others? Customer service will. Being easier to do business with, or adding value through service is what makes the difference. Find out how to develop that customer service attitude in your team or business. And according to a survey carried out by the Institute of Customer Service in 2001:-

*Having a complaint resolved effectively, causes most customers to recommend that supplier to friends. *80% of customers tell someone if their complaint is not handled well. *Only 25% of staff feel qualified to deal with complaints. *Only 33% of customer-facing staff have received specific training in dealing with angry customers.

Who will benefit

If you are a Customer Service Manager or Customer Service representative, we can help by designing a workshop for your needs that will give you that edge to make sure your customer comes back again and again.

Aim

Workshops are designed to help customer service managers or customer service representatives deliver great customer service to their customers, either internal or external.

Example Objectives

Understand the link between customer service and sales
Be able to say No to customers with out losing them
How to handle Complaints so the customer feels valued
Learn how to see things from the customers perspective
Find out how to use body language to build rapport
Learn how to deal with objections

Example Content

Telephone etiquette - the do’s and don’ts
Making the right first impression
Attentive listening and questioning techniques
Building rapport
Handling complaints, anger and difficult customers
Making the most of your voice, understanding tone
How to use body language
Positive language
Perceptual positions
Making going the extra mile easier

ALL OUR WORKSHOPS ARE DESIGNED TO MEET YOUR NEED SO YOUR WORKSHOP MAY BE DIFFERENT AND MORE FOCUSED TO YOUR NEEDS

Client Feedback

From a recent Customer Service Workshop
>What aspects will you find most useful?

Being positive, confident not afraid
Becoming more assertive, confident & creative
SORES, Visualisation & Outcomes
Exercises/Games – makes you think about what doing
Given insight into how to ‘read people’ more productively
I learnt a lot about being more perceptive
Positivity aspect – Choosing your mindset
Mirror/matching information learned
To be creative
Planning strategies
Believing I can achieve what I set out to do
Communicating with other people, building rapport & understanding where they are coming from
The areas of building rapport
State
Building Rapport/Match
When I was able to ask about skills relevant to my job
Communicating and being positive
Choosing my state, mirroring body language
To increase communication
Understanding customer better i.e. audio, visual, touching
Mind state

>What suggestions, if any, for improvement do you have?

None - It was excellent
None
None
Sort out environment such as heating etc.

What will you do differently as a result of this training?

Become more confident & challenging in situations that I would normally shy way from
To try to stay calm and listen to other people more
Understand my mind state
Try to see things from other peoples perspectives
Hopefully will be confident and creative!
Observe people more
Listen, think about my outcomes
Put ideas forward with more confidence
Remembering there is ‘No Failure, only feedback’
Speak up
Be more aware of how people act & interact
Look at customer differently
Change state when required
Think more creatively – using different methods
Try to listen & learn from others i.e. Keep an open mind
Stay calm and empathise with customer more
Try and keep positive
Improved communication

If someone asks you to describe the main benefits of attending this course, what would you say?

Being positive and working in a team
Confidence and positive with ideas
Involvement for all, better understanding, able to offer higher level of commitment to others
Getting together with team member outside a work environment
Better insight into self and others
Communication with other colleagues in group
Strategies for communication and creative thinking
Fun day learning
More insight into communication and confidence techniques
Team bonding
Help everybody be more aware of what we can do and that they are valued
Thinking how I communicate and improve myself
Should be able to serve external & internal customer better
Interesting – I didn’t expect to learn so much!
To make you see & listen to others
Looking at some ideas for the working environment

Any Other Comments?

Enjoyable day – thank you
Thank you!
Excellent, thanks – I feel that my team will really benefit
Excellent nibbles – much better than sweets!
Gave me a push/support to start making & achieving outcomes/goals

Top Tips

Recruit high quality people who have a service attitude to communicate with you customers. Expect the best and don't accept less!
People will treat customers how they are treated, so ensure you treat them fairly, courteously and support them so they feel valued.
Listen to and understand your customers, the better you know them the more chance there is that you will offer them a great service.
Go the extra mile for your customers! Do encourage your people to take repsonsibility and make decisions which will improve the customer experience.
Always give customers the benefit of the doubt, don't try to prove you are right. Just ensure they get the most positive response from you. You may win the argument but you'll lose the customer.
Do whatever you can to say yes! Be helpful, even if there is no immediate profit.
Ensure you train your people to be courteous, helpful and knowledgeable. Keep them informed of any changes.
Ask customers what they think. Ask, how are we doing, survey, benchmark and always strive to improve and add value.
Treat each customer as an individual, make every experience a positive one.
Keep all your promises. Under promise and over deliver.

Customer service is about ensuring your customers have an experience which is positive and encourages them to stay with you and come back again and again.