Training directory Customer Service & Sales

Transcription

1 Training directory 2017 Customer Service & Sales

2 CUSTOMER SERVICE & SALES Discover how our committed team of customer service and sales facilitators will not only help you achieve and/or build on a successful career in customer service or sales, but will inspire you to be super! For up-to-date information and course dates please visit Phone: (NZ) (AU) learn@ema.co.nz For more detailed information about EMA Learning, NZQA Assessments etc. please see the General Info booklet.

3 CONTENTS PAGE COMMUNICATION PAGE SALES 6 Communication skills using the TetraMap of behavior Key account management Sales Skills - the fundamentals for success PAGE CUSTOMER SERVICE 20 The ultimate sales professional 8 Creating a customer-centric culture 10 Essential tools for great customer service 26 Great customer service over the phone (webinar) 16 The ultimate customer service 4

4 COMMUNICATION SKILLS USING THE TETRAMAP OF BEHAVIOUR BUILD STRONG RELATIONSHIPS AND IMPROVE PERFORMANCE WITH TETRAMAP RELEVANT TO YOU? If you want to improve your communication skills, enhance your understanding of the way others behave and help to build better workplace relationships, this workshop is perfect. You ll find the content valuable whatever role you play in your organisation. COURSE OVERVIEW Every day you ll meet people with different communication and behavioural styles. But working well with a range of different people can be a challenge. For almost 20 years, companies, teams and individuals have been using TetraMap to overcome the stifling conditions caused by poor communication. This popular workshop will teach you how to recognise and respond to different styles using this well-regarded framework. You can use TetraMap to reduce conflict and increase effective communication in the workplace and at home. Using TetraMap will empower not just yourself, but also your team and your organisation. TOPICS INCLUDE So that you can use TetraMap to maximum effect in a number of situations, this workshop covers the model itself and practical examples of how it can help you build better relationships: All you need to know about the TetraMap of Behaviour. Understanding individual behaviour, communication and motivational styles. Recognising, responding and working with different behaviours. Building confidence, morale and accountability in your organisation. Reducing and resolving conflict by using the right approach. AFTERWARDS, YOU LL BE ABLE TO... Identify your own TetraMap element. Recognise and respond to different behaviour styles. Identify ways to improve communication and relationships in the workplace. Use assertive communication including choice of words and tone. Use your understanding of the elements to provide constructive feedback. Better understand yourself and others. Build strong relationships and improve performance with TetraMap. FACILITATOR An EMA Learning Tutor VALUE One Day: 9.00am pm PRICING EARLY BIRD: EMA Member* $ GST ($736.00) EMA Member $ GST ($851.00) Non-Member $1, GST ($1,150.00) GROUP BOOKING OFFER: Book additional team members and save. Details in General Info booklet. * Early Bird applies to registrations received 1 month prior to course. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 6

5 CREATING A CUSTOMER- CENTRIC CULTURE PRACTICAL TOOLS AND TEMPLATES FOR LEADING THE SHIFT TO A CUSTOMER- CENTRIC CULTURE AT YOUR COMPANY RELEVANT TO YOU? You are passionate about customer service and the difference it can make to your organisation s sustainability. If you are in a leadership role or position of influence in your organisation, this workshop will provide you with the tools, templates, evidence and motivation to take your organisation to the next level of customer service, a genuinely customer-centric organisation. COURSE OVERVIEW The culture of your organisation is complex, defined as The way we do things around here". It includes behaviours, values and goals, and will impact every customer interaction and every customer touch-point. If you develop a genuine customer-centric culture in your organisation, you create a significant sustainable competitive advantage. TOPICS INCLUDE Definition of a customer-centric culture. Elements of a customer-centric culture. Interaction considerations for customer service in different contexts: in-person, over the phone, via . ROI from a customer-centric culture development programme. Case studies and evidence from the field. Stakeholder engagement. Leadership and implementation of a customer-centric culture development programme. AFTERWARDS, YOU LL BE ABLE TO... Define and recognise a customercentric culture. Understand and design elements of a customer-centric culture including: common goal, shared values, heritage and tradition, quality standards, traits and behaviours. Know how to develop processes with the customer impact in mind. Create a business case for investment in a customer-centric culture. Ensure that customer experience is at the top of the leadership agenda. FACILITATOR Julie Kidman, Vanessa Green or Arlene Nicholson VALUE One Day: 9.00am pm PRICING EARLY BIRD: EMA Member* $ GST ($736.00) EMA Member $ GST ($851.00) Non-Member $1, GST ($1,150.00) GROUP BOOKING OFFER: Book additional team members and save. Details in General Info booklet. * Early Bird applies to registrations received 1 month prior to course. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 8

6 ESSENTIAL TOOLS FOR GREAT CUSTOMER SERVICE BOOST YOUR SKILLS TO CONFIDENTLY BECOME THE FACE OF YOUR ORGANISATION RELEVANT TO YOU? If you are new to customer service and would like to understand how to be more effective in your role, this workshop is designed for you. COURSE OVERVIEW When you are new to customer service, each telephone call, and face-to-face conversation can seem daunting. This workshop will help you gain your confidence so that you are ready to tackle a range of situations. During this training event, you ll learn how to understand things from the customer s point of view by listening well and asking great questions. The workshop is designed to give you a range of tools and processes and help you deliver first-class service. TOPICS INCLUDE So that you can get a solid foundation of customer service skills, this workshop tackles a range of subjects: Understanding customer expectations of service. Model of customer service excellence. Essential principles of business communication. The importance of rapport, empathy and integrity in your interactions. First impressions and opening statements. Active listening skills. Elements of persuasion and customer expectation management. Understanding satisfaction and delight. Emotional intelligence in customer service interactions. Models and templates for handling different customer service content e.g. requests, complaints, suggestions. Modifying models and templates for customer service in different contexts e.g. in-person, over the phone, via . AFTERWARDS, YOU LL BE ABLE TO... Represent your organisation in a professional manner. Exhibit a positive, customeroriented attitude in customer interactions. Effectively greet and welcome customers into your business. Identify customer needs and respond appropriately. Confidently engage customers in conversation from start to close, regardless of the communication channel. Change your communication style to suit different situations. Delight customers and create a lasting positive impression. FACILITATOR Will Moore VALUE One Day: 9.00am pm PRICING EARLY BIRD: EMA Member* $ GST ($736.00) EMA Member $ GST ($851.00) Non-Member $1, GST ($1,150.00) GROUP BOOKING OFFER: Book additional team members and save. Details in General Info booklet. * Early Bird applies to registrations received 1 month prior to course. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz Investigative questioning. 10

7 KEY ACCOUNT MANAGEMENT RELEVANT TO YOU? LEARN HOW TO MAXIMISE THE POTENTIAL OF YOUR CORE CUSTOMERS If you are in account management and want to work more strategically to maximise the potential of your client relationships, this is the course for you. COURSE OVERVIEW How do you get the most out of your key account relationships at the moment? Are you being proactive or reactive? This two-day course will show you how to plan and execute clear strategies for maximising the return you get from your key accounts. You ll be given tools and insight into effective key account management, including how to analyse relationships, get closer to your customers and build key account plans. With the emphasis on practical learning, you ll be encouraged to implement what you have learnt as soon as you get back into the office. Plus there s a follow-up webinar included in the training package to help you consolidate your learning. TOPICS INCLUDE So that you put the effort where you need to, this course includes everything from prioritising key accounts to building relationships that stand the test of time: The essential role of a key account manager. How to identify and prioritise key accounts. Learning more about your key account customers. Skills and strategies for running key accounts. Building different relationships in your accounts. Key account plan. AFTERWARDS, YOU LL BE ABLE TO... Understand the total process of key account management. Increase your ability and confidence in managing your key accounts. Communicate more effectively with the multiple personalities. Deepen your understanding of your customers business in the short, medium and long term. Secure stronger business relationships that add value. Be seen as a business partner in your key accounts. Identify individual roles in the buying process and know how and when to adapt. Introduce key account plans. Take a more proactive and strategic approach to growing your key accounts. FACILITATOR Vanessa Green and Julie Kidman VALUE Two days 9.00am pm PRICING EARLY BIRD: EMA Member* $ GST ($1,092.50) EMA Member $1, GST ($1,207.50) Non-Member $1, GST ($2,070.00) GROUP BOOKING OFFER: Book additional team members and save. Details in General Info booklet. * Early Bird applies to registrations received 1 month prior to course. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 12

8 SALES SKILLS THE FUNDAMENTALS FOR SUCCESS RELEVANT TO YOU? LEARN TACTICS TO BOOST PERFORMANCE AT EVERY STEP IN THE SALES PROCESS If you sell products or services for your organisation, this workshop will give you structures and tools to support every step in the sales process. Both new and experienced sales people will gain from the training, and it provides an excellent introduction to the EMA sales development programme - The Ultimate Sales Professional (page 14). COURSE OVERVIEW Successful sales people all follow a deliberate, wellplanned sales process. This structure allows them to convert sale after sale. On this one-day programme and follow-up webinar, you ll learn the tools necessary to build your own powerful sales process. You ll also improve your general sales skills to achieve a much deeper understanding of your prospects and clients. With the workshop offering plenty of practical and interactive exercises, you ll be able to easily implement your learnings back at work. The result will be greater success at every stage of the sales process from prospecting calls to closing the deal. TOPICS INCLUDE So that you can sell more effectively, this workshop includes ways to plan your approach and tools to manage sales conversations: SMART objectives. Engaging call openings and investigative questioning. Creating stories that help you sell. Overcoming roadblocks and asking for action. Prospecting for appointments. AFTERWARDS, YOU LL BE ABLE TO... Use SMART objectives to plan every sales call. Develop questioning techniques to achieve greater understanding of your customer s business and needs. Create sales conversations to benefit the customer and sales person. Present benefits using a model that engages customers and changes buying behaviour. Prevent roadblocks in the sales process and overcome existing ones. Confidently ask for action to progress and close the sale. Build real value-added business relationships with your customers. Understand the skills necessary for prospecting. FACILITATOR Vanessa Green or Julie Kidman VALUE One Day: 9.00am pm PRICING EARLY BIRD: EMA Member* $ GST ($736.00) EMA Member $ GST ($851.00) Non-Member $1, GST ($1,150.00) GROUP BOOKING OFFER: Book additional team members and save. Details in General Info booklet. * Early Bird applies to registrations received 1 month prior to course. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 14 Learn tactics to boost performance at every step in the sales process.

9 THE ULTIMATE CUSTOMER SERVICE REPRESENTATIVE EXCEL AT COMMUNICATING WITH CUSTOMERS TO INCREASE THEIR LOYALTY AND SATISFACTION COURSE OVERVIEW Providing the sort of great customer service that boosts customer satisfaction and retention rates requires a unique combination of skills and attitude. Participating in this series of workshops will help you succeed in your role by providing you with new insight into key areas such as developing the right mind-set, managing customer conversations from greeting to close, asking questions to uncover customer needs and confidently handling complaints and difficult customers. TOPICS INCLUDE The programme focuses on a key element of sales success So that you can get a comprehensive grounding in essential customer service skills, this 6-month programme includes everything from responding to different communication styles to using complaints as a way to improve team processes: Workshop 1 Identifying how customer service quality impacts on your organisation. Recognising and responding to diverse customer communication styles. Understanding the impact of your own preferred communication style. Meeting the challenges of a multicultural customer base. Building and maintaining trust and rapport with the customer. RELEVANT TO YOU? If you are currently working as, or aiming to become, a customer service representative or your role involves frequent interaction with customers, face to face or over the phone, this course is ideal. It is the perfect investment for any customer service professional who wants to be at the top of their game and give outstanding value to their organisation. The programme is delivered in a one-day-a-month format. This reduces the pressure of managing your workload while attending training. It also means you will leave each workshop with a set of new skills that can be practised at work before the next workshop. From greeting people effectively to using impeccable telephone etiquette, you ll gain a range of skills from this programme. You will understand the power of adapting your communication style to help you deal with a variety of challenges and customer types. Understanding how personal presentation and nonverbal communication are vital. Greeting customers promptly, courteously and professionally. Asking the right questions to reveal customer needs. Linking customer needs to the appropriate product, service or information source. Confirming understanding and checking agreement. Workshop 2 Developing a customer service mind-set. Workshop 3 Managing the conversation effectively. Ending the conversation professionally and courteously. Meeting challenges of customer service over the telephone. Consistently using professional phone etiquette. Effective use of as a customer service tool. Identifying and utilising cross-selling opportunities. Workshop 4 Understanding the importance of a positive, enthusiastic attitude. Understanding the importance of customer complaints to your organisation. 16

10 Gathering information to get to the heart of the issue. Responding effectively to resolve issues and rebuild trust. Dealing with demanding and irate customers. Staying positive and constructive under pressure. Feeding back upwards to improve team complaint handling processes. Workshop 5 Understanding the importance of customer service processes. Workshop 6 Identifying and utilising cross-selling/up-selling opportunities. How cross-selling can increase customer satisfaction. How to cross-sell without sounding pushy. Identifying hidden customer needs. Funnel questioning skills. Making a habit of adding value. AFTERWARDS, YOU LL BE ABLE TO... Greet customers effectively to build and maintain rapport. Confidently manage customer transactions from start to finish. Deal with a diverse range of customers and respond to their needs. Stay calm under pressure and handle complaints and difficult customers. Reinforce your message with excellent non-verbal communication. Add value to your organisation by boosting customer satisfaction. Contribute to the continuous improvement of your customer service processes. Recognise opportunities to meet customer needs through cross selling. FACILITATOR Vanessa Green or Julie Kidman VALUE Six days (one day per month): 9.00am pm PRICING EMA Member $ GST ($3,335.00) Non-Member $3, GST ($3,910.00) Moments of Truth and Cycles of Service in customer service. Creating a positive customer experience in every transaction. Using comparisons and benchmarking to improve your service levels. MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz Adding value for the customer with minimal cost to the organisation. Turning customers into fans! 18

11 THE ULTIMATE SALES PROFESSIONAL RELEVANT TO YOU? SEE YOUR SALES SOAR If you re a sales professional - rookie or seasoned pro who wishes to deepen your knowledge of selling and refine your skills, this programme is unmissable. It demystifies sales success, priming participants to enjoy phenomenal success. COURSE OVERVIEW Experience intensive sales training and take your career to new heights with this six-month programme. You ll meet other Ultimate Sales Professionals at EMA one day per month for an intensive sales development workshop. Assigned readings, online content and assignments enable you to develop your capabilities between scheduled workshops. During this six-month developmental journey you will learn, develop new skills, practice and refine your sales expertise. Content will be tailored to the challenges and opportunities presented in your market, helping you devise sales success strategies to gain new and retain existing clients. TOPICS INCLUDE The programme focuses on a key element of sales success each month, reviews workshop learning and provides opportunities to discuss opportunities and challenges from the field. Workshop content is as follows: WORKSHOP 1 Objectives of the programme - desired personal results. Definition of sales excellence - knowledge, skills and attributes. Understanding the sales success mindset. Personal effectiveness - introduction to goal setting and prioritisation. Sales planning and business development - strategies for achieving sales targets. Understanding your sales cycle. Developing an effective sales call structure - powerful start - opening the call with a plan and with purpose. WORKSHOP 2 Understanding your proposition and unique value. Questioning strategies - finding problems you can solve. Active listening - rapport, understanding, respect. Selling solutions customers want - identify products and services that match customer needs. Set objectives and strategies to move each key player - influence decision criteria early in the decision process. Gaining a commitment, up-selling and cross-selling. Gaining advances in the long-term sales process that lead to sales success. Role-plays and exercises. WORKSHOP 3 Outcome-based communication - purpose, congruency, flexibility and sensory acuity. TetraMap communication styles - understanding yourself and others. Demonstrating flexibility of style. Gaining insights into prospect and customer perspective. Psychology of the buyer. Understand the buying motives of the different communication types. 20 Identifying opportunities to create value. Sales scenario role-plays and exercises.

12 WORKSHOP 4 Winning sales presentations. WORKSHOP 6 Lead generation, prospecting, effective networking: AFTERWARDS, YOU LL BE ABLE TO... Define the elements of sales success for the Ultimate Sales Professional. FACILITATOR Vanessa Green or Julie Kidman Research the audience and identify their needs. Plan and structure the presentation in line with sales objectives. Present with conviction and professionalism to win the sale. More on congruency and non-verbal communication. Present to the group - coaching and feedback. WORKSHOP 5 Selling and presenting to groups. Review presentations over last month. Interpersonal skills in presenting and selling. Understanding the elements that persuade and influence. Managing questions, objections and interruptions. Present to the group - coaching and feedback. - The prospecting sales call - Using social media Opportunity qualification. Resolving and overcoming concerns. Sales motivation - Selling with purpose: - Understanding what drives you - Mental resilience and bounce back Peak performance - what neuroscience tells us about how our brain works: - Impact of multi-tasking on performance - Emotional state and optimum performance Wrap-up and review of programme outcomes: - Develop personal commitment to success Plan and execute strategies for achievement of sales targets. Create, qualify and develop sales opportunities. Effectively prioritise activities. Develop and deliver sales conversations that gain commitments and advance the sale. Ask better questions to uncover and develop customer needs. Communicate more effectively to develop rapport, achieve outcomes and sell solutions in the customer s language. Handle buyer concerns through the buying cycle, and confidently demystify the price concern through the creation of value. Present and sell to groups in a professional, confident and highly effective way to be memorable and influence behaviour. Identify and develop personal attributes for ongoing professional sales success. Select a sales success mindset. VALUE Six days (one day per month): 9.00am pm PRICING EMA Member $ GST ($3,335.00) Non-Member $3, GST ($3,910.00) MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 22

13 WEBINAR TRAINING Webinars Webinars are live, interactive sessions presented by a subject matter expert. The presenter uses the webinar platform to deliver and share presentations, documents and hold interactive Q&A s with participants. 24

14 GREAT CUSTOMER SERVICE OVER THE PHONE LEARN HOW TO HANDLE YOUR CALLS TO CREATE POSITIVE, LASTING IMPRESSIONS (WEBINAR) RELEVANT TO YOU? If you regularly handle calls from your customers, work in a call centre or are employed on a help-desk, this interactive webinar will help you refine your phone skills. It is ideal for those new to call-handling roles. COURSE OVERVIEW It isn t always possible to be face-to-face with your customers, so the phone has always been an essential part of doing business. In this snappy, information-rich webinar, you can learn tips for engaging in powerful inbound and outbound calls. TOPICS INCLUDE So that you can maximise your impact, this 90-minute webinar covers phone calls from start to finish and includes both inbound and outbound strategies: Getting your greeting and opening remarks right. Nonverbal communication over the phone. Choosing the right form of address. Telephone etiquette and best practice. Closing the call courteously and professionally. Calling the customer - tips for making outbound calls. AFTERWARDS, YOU LL BE ABLE TO... Create a great and lasting first impression. Vary your tone to engage customers and build trust. Use 'hold' and 'transfer' smoothly and professionally. Manage customer conversations from start to close. Listen effectively and empathise with upset customers. Make outbound calls with confidence. FACILITATOR Will Moore VALUE 90 minutes PRICING EMA Member $ GST ($86.25) Non-Member $ GST ($ MORE INFORMATION For dates and to register: Visit: Phone: (NZ) (AU) learn@ema.co.nz 26

15 EMA CONFERENCES Do you want to network with like-minded people? Do you want to hear insights from those at the top of their game? Do you want to be inspired? EMA Learning invites you to get involved in the range of conferences and networks organised throughout the year. There is something for everyone in your organisation here are just a few: MANAGERS AND LEADERS CONFERENCE SUPERTECH FRESH PEOPLE OCCUPATIONAL HEALTH AND SAFETY CONFERENCE Gain significant insights into how other managers and supervisors communicate, assign tasks, deal with conflict, motivate employees and enhance the overall performance of their teams. Get digitial inspiration ad this one-day event. Learn from digital practitioners and innovators from New Zealand and overseas. A forum to learn about innovative, constructive and practical ways to increase productivity in your business and unleash the potential of your people. Hear updates from experts from the Department of Labour, Worksafe and many more. For more information visit ema.co.nz/events or register your interest with conferences@ema.co.nz 28

16 RELATED COURSES Customer Service and Sales roles are complex, as such we offer a range of practical training courses to help you succeed. Check out our other training directories to find courses you may be interested such as: EMPLOYEE AND PERSONAL DEVELOPMENT Assertiveness skills Creativity and problem solving Time Management COMPUTER AND DIGITAL TRAINING Introduction to project Increase your productivity with Outlook BUSINESS DEVELOPMENT Business and report writing Project management fundamentals BUSINESS TRAINING AT ITS BEST Whether you need to up skill your managers, get Health and Safety Reps up to speed or help your sales team improve their skills, the EMA has something for all areas of your business and offers business training at its best. OVER 700 Training events presented each year OVER 7000 People learn through EMA courses each year OVER 1000 Companies attended EMA training AROUND 35 Conferences & networking events to choose from 30 Visit ema.co.nz/events for details on all training courses, conferences and events.

17 // THE BEST OF EMA LEARNING // CUSTOMISED FOR YOUR ORGANISATION // TAILORED FOR YOUR TEAM // DELIVERED AT YOUR PLACE WHAT OUR LEARNERS HAVE SAID: I VE LEARNED HOW TO TAILOR MY COMMUNICATION STYLE WHEN DEALING WITH INTERNAL EXTERNAL CUSTOMERS SO WE BOTH UNDERSTAND EACH OTHER. THIS WILL ALSO HELP BUILT BETTER RELATIONHIPS. CONSISTENCY OF LEARNING Your people share the learning so they will hear the same knowledge, concepts, language and skills at the same time. GREATER SKILLS APPLICATION Learning will be linked to your business strategy, objectives, processes and systems, making it easier for your team to apply knowledge and skills that improve performance. REAL WORK APPLICATION Examples and scenarios used in the workshops will relate to work situations, your people, your team and your organisation experience increasing the application of learning. TEAM BUILDING Sharing ideas, growing capability and having fun as a group positively influences team relationships, increases understanding of different departments and builds a team that succeeds together. PEER SUPPORT Post workshop your people can keep the learning alive by supporting, coaching and mentoring each other. IMPROVED PERFORMANCE Training your team together means business expectations can be applied to everyone at the same time increasing business performance. GET IN TOUCH: // // DEBORAH.LAW@EMA.CO.NZ

18 T E learn@ema.co.nz ema.co.nz