39 Customer Service courses in Ashtead

In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: Take control of a customer conversation, with confidence Refresh and polish their customer service and sales performance Recognise and develop a sales opportunity Engage the customer and build rapport Identify a customer's needs Match the customer's needs to the organisation's products or services Handle objections confidently Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 Introduction Course overview, objectives and introductions 2 Serving or selling? Feelings and attitudes - How we can affect the outcome by our feelings and behaviour What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 Developing the right skills Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? Relating to different types of people by identifying and matching their communication style on the telephone 4 Making it easy for the customer Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy Closing on a positive note- When and how to ask for commitment Dealing with the customer's objections and concerns in a positive manner 5 Course summary and action plans Review of main learning points Presentation of personal action plans

This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

The ABT Level 3 Diploma in Nail Services is a substantial vocational qualification that will confirm your competence as a nail technician.

Overview Account Management is an important role within any organisation. Account Managers are responsible for nurturing customer relationships and increasing sales with their organisation’s key customers. The Account Manager will usually act as a first point of contact for clients; responding to complaints, purchases, project requests and any general queries. Their approach should help maintain client relationships in order to ensure that they continue to use the company for business. This one day course can help them learn the key skills they need. Description Build a strong account management team that are able to effectively manage customer relationships and drive sales The role of account manager is both important and demanding. The account manager acts as the ‘face’ of the business and should professionally represent the business by creating a strategy for success and delivering a high level of customer service. Account managers need to be effective communicators, needing to both engage with the client and also develop internal relationships to ensure promises are delivered upon. Another key responsibility of the account manager is to identify business opportunities and help drive business results for their company. Account Management can be a very challenging role depending on the number of clients, the range of industries the clients represent, and the nature and attitude of the client. The main focus of the role is to provide continual client service to clients, this may include quarterly or annual business reviews, additions to the account in terms of extra services supplied plus face-to-face and online meetings, on a regular basis. The Account Manager will also be responsible for delivering high levels of client service to ensure that clients do not leave and will need to create a strategy around this. This strategy will depend on the type of client in terms of size of the business commitment, Key Performance Indicators plus contractual agreements which may dictate the framework for the relationship. Building a personal relationship as well as a business one is key to becoming an effective Account Manager. After all, “It is easier to fire a business associate or employee than it is to fire a friend”. Why should people attend this training course? Well, just imagine if your employees were better able to: Build effective business relationships with clients and help drive sales performance. Add value to clients and help ensure their requirements are met or exceeded. Measure the performance of their key accounts and adapt their approach accordingly. Understand the key attributes required for success and work on developing them. Set a strategy for sales success and create action plans for pre-defined goals. Monitor and measure their own performance and set their own targets. Ultimately, this training course will help employees to focus on what is required to succeed in the role of account manager, building a strategy with clear actions and helping the organisation to business success. Who is this course for? This Account Management training course is for anyone that works in an account management role or relevant sales function and will assist the participants in improving their working practices, developing customer relationships and in turn increasing business performance and sales success. Requirements for Attendance Prior sales experience is recommended, but an awareness of the sales process as a minimum will suffice.

This 3 day practical course (taken in professional beauty salon) designed to show You how to carry out manicures. This course is designed for complete beginners, who wish to learn from basic to professional most popular nail art techniques to start Your career as nail technicians. It is also good to refresh knowledge and learn new techniques for those of You that are already in business.

This advanced certification drills deep into the latest thinking to develop true digital marketing expertise. Course Overview This advanced certification drills deep into the latest thinking to develop true digital marketing expertise. Learn about Digital Strategy, CX, Search Marketing, Social Media, Leadership and more. Get world class, knowledge and insight: DMI EXPERT is our postgraduate level 140-hour course with an advanced, professional certification. It delivers breadth and depth of understanding of digital marketing and provides the learner with the digital and research skills to work at a management or strategic level. This certification is credit rated at level 11 on the Scottish Credit and Qualifications Framework and awarded 120 credit points by the SQA (Scottish Qualifications Authority), which is comparable to a postgraduate diploma awarded by a UK university. Program learning outcomes and content: What Will I Learn? We give you the thinking and tools to become a leading player on the digital stage. Create powerful and dynamic digital strategy, and access modern, career-defining training covering all key digital marketing disciplines. Course Content: Social Media Marketing: Learn how to create engaging content on social media and how to plan, execute, optimize and report on social media marketing campaigns across the key social platforms. • Social Research • Social Content • Facebook, Instagram, Pinterest • Twitter • LinkedIn • YouTube & Social Video • Social Apps • Social Commerce & Affiliate Marketing • Social Customer Service • Social Strategy Strategy and Planning: Gain all the key skills and practices associated with planning a successful digital strategy. Everything from digital channels, marketing automation, budgeting, analytics and digital leadership. • Digital Communications v Traditional Communications • Marketing automation and CRM • Budget and Resourcing • Big Data & Analytics • Strategy Formulation and Plan • Digital Communications & Channels • Omnichannel tactics CX, eCommerce and CRO: Learn the key concepts underpinning website optimization, conversion rate optimization and effective e-commerce for every business requirement. Build highly effective user experiences for your customers. • Website Optimization • UX Research & Design • E-Commerce Strategy • Applied E-Commerce • Graphic Design Essentials for Marketers Search and Digital Channels: Plan, implement, refine and report on search marketing campaigns. Drive traffic across all digital channels. Taught directly by Neil Patel and DMI’s experts, you’ll gain knowledge from people who actually use these tactics in the field. • SEO Setup & Content • SEO Workshop • Paid Search & Display Advertising • Measurement with Google Analytics • Email Marketing Strategy • Applied Email Marketing • SEO for ecommerce Digital Selling: Recognize the value of social selling and incorporate digital techniques to better engage with customers and prospects to drive increased conversion rates. • Fundamentals of Social Selling • Finding & Targeting Prospects • Attracting Customers • Closing & Retaining • Increasing Engagement Essential Skills: Gain all the essential skills all marketers, professionals and business leaders need to work effectively, productively and professionally in a collaborative business environment. • Project Planning • Creativity Skills • Personal Skills • Working With Others Leadership and Management: Develop practical skills and techniques that you can use to think strategically, build effective teams, deal with conflict and crisis and persuade and influence others. • Thinking Strategically • Building Effective Teams • Dealing with Conflicts and Crises • Persuading and Influencing DURATION 52 Weeks WHATS INCLUDED Course Material Case Study Experienced Lecturer Refreshments Certificate

This highly practical one-day workshop has been designed specifically to help maximise sales where customers make contact by telephone. When customers contact us direct they have clearly already considered the possibility that they might buy from us, but we're still only half-way to making a sale. Unless we fully understand their needs and make it easy for them to buy, we may not secure the business. This workshop concentrates on the telephone skills and techniques needed to achieve the most positive outcome in any inbound customer call. A combination of excellent customer service skills and savvy sales awareness techniques will increase our chances of a successful outcome for both parties. The programme features the unique INBOUND model, to help remember the key principles for effective inbound telephone sales: Initial impressions Needs of the customer Bring them with you Open up the conversation Understand the triggers Narrow down the solutions Decision time! The programme also covers how to deal with difficult calls and challenging people - after all, every complaint is a sales opportunity! This programme will help participants: Create the perfect interaction with any customer making contact by telephone Make every call count Build rapport quickly in any situation Handle difficult calls and challenging people Create sustainable and profitable relationships Increase your sales conversions 1 The inbound sales process Each customer who contacts us will be at a different stage of the sales process. Some might be making general enquiries whilst others will be ready to commit, having made most of their decisions already. Sales and customer service people need to be ready to find out the stage the customer has reached before helping them to make the right decision for them 2 Engaging with the customer Having clarified where the customer is on their journey to making a purchasing decision, our next responsibility is to create and build a trusting relationship on both sides. This involves establishing rapport quickly to ease the communication process, thus enabling smooth transactions, both now and in the future 3 Questioning and listening skills for gathering information Developing these skills requires practice so that the communication becomes natural for the customer. This helps the customer to feel comfortable with us and work with us towards an effective solution. We discuss different types of question and how to use high-gain questions to uncover key information. Active listening will ensure that we can really help customers get what they need 4 Overcoming objections and excuses If we have followed the process properly and really understood the customer, then there should no further objections or barriers to completing the transaction. The reality is that there will still be the occasional issue that needs clarifying, so we need to prepare for possible objections and questions that customers might have. This includes probing objections so that we fully understand the customer's perspective before constructing suitable responses or solutions 5 Gaining commitment and ending the call Customers want to gain a solution to the issue they are facing and the sooner we can help them achieve that the better. Guiding the customer and helping them to believe in their own decision is part of our role. This section is dedicated to getting commitment all the way along the process, not just at the close 6 Dealing with difficult and challenging situations The realisation that everybody is different, with different personality types, different ways of looking at the world and different goals, is key to understanding sales. With this is mind we discuss these differences and how we adapt our approach to ease communication and maintain trust and understanding 7 Action plans Course summary and presentation of action plans

The psychological insights and skills you need Knowing how to resolve conflict constructively is an essential life skill – improving personal and professional relationships, mental health, productivity and more… Accredited CPD Certificate : 6 hours Length 1 day (9.30am - 4.00pm) > Counts towards the Diploma – from 2024, this course will be a requirement of Part 1 of the HG Diploma. A fantastic approach that helps you unpack the issues, respond positively and find an effective solution that moves everyone forward... This course will: deepen your understanding of why conflicts develop and escalate, the psychological factors involved and the cultural and contextual influences on our perceptions, experience and responses to conflict build your confidence and comfort around being in situations that involve conflict give you a range of skills and techniques that you can use with both individuals and groups, in therapy or the workplace – or with your friends and family – to resolve conflict constructively It will also enable you to: help clients recognise conflict and understand their own responses to it help clients develop the skills to engage with conflict productively, so they are more likely to reach positive outcomes provide clients with a framework and structure for addressing conflict in a healthy way help clients become less fearful of conflict, so they don’t avoid it in ways that are unhelpful and to recognise the role of conflict in healthy relationships provide psychoeducation, explaining how barriers to needs can cause conflict and how this can be different in different cultural contexts The course is interactive and experiential, with a focus on developing practical and transferable conflict resolution skills. It combines trainer input, discussion, small group activities and role-play to build your confidence when helping to resolve conflict at all levels, whether one-to-one or in organisations. Why take this course Conflict isn’t always destructive. Properly handled it can be creative and productive, leading to better outcomes and possibilities for all. Although conflict is a normal, ever-present possibility in our lives – between family, friends, colleagues, neighbours, and in our interactions with organisations – when it becomes entrenched it can cause immense individual distress, and waste time and money. Addressing interpersonal conflict using the psychological insights, concepts and proven techniques you will learn on the day, helps us to solve problems creatively and improve the health and wellbeing of those involved. To lead a healthy life we don’t need to avoid all conflict, but we do need to know how to approach it in ways which can help everyone involved meet their emotional needs, a win/win for all. Learning the human givens approach to conflict resolution helps to reduce the potential damaging consequences of destructive conflict and embrace the benefits of constructive conflict. Throughout the day, Rupinder will draw on her own considerable practical experience of successful conflict resolution and mediation in a wide range of settings as she provides expert guidance and training in the psychological insights and skills you need to be able to constructively resolve conflict between individuals and/or groups. Addressing conflict in the right way helps us solve problems and improves the health and wellbeing of everyone involved... What the course covers The common causes of interpersonal conflict The negative impacts and potential benefits in conflict situations How to consider intentions and outcomes when engaging in conflict The different methods used to influence the outcome of conflict, and how the method influences the outcome What a resolution really is The cultural and contextual influences on perceptions, experience, and responses to conflict The role our innate needs and resources play in conflict situations Identifying our influence on the process of conflict Effective skills to engage people who are in conflict A practical, sequenced model for effective mediation and conflict resolution An effective framework for facilitating constructive conversations How to structure a session/s to: facilitate resolution, increase engagement, understanding and define the needs of all parties Effective skills to facilitate negotiations Techniques and diffusing strategies to reduce potential barriers How to access resources to build agreements that last The effective skills needed to facilitate negotiations How to implement opportunities in organisations to address conflict effectively Ways to develop your leadership ability to respond to conflict and/or support others who are enduring it How to use this to support the process of resolution by improving how individuals relate to one another and addressing the contentious issues constructively And much more… Course Programme The ‘Conflict Resolution’ course starts at 9.30am and runs until 4.00pm. From 8.30am Registration (Tea and coffee served until 9.25am) 9.30am Approaches to conflict 11.00am Discussion over tea/coffee 11.30am Understanding Causes and Impact 1.00pm Lunch (included) 1.45pm Increasing engagement 3.00pm Discussion over tea/coffee 3.15pm Reaching Resolution 4.00pm Day ends Who is this course suitable for? This course is for anyone wishing to understand more about the different ways conflict can affect us, or to feel more confident in a facilitation or leadership role when helping conflicted people It is also very relevant to anyone working in a supportive role – such as counsellors, psychotherapists, managers, HR staff, life coaches, Mindset Coaches, social workers etc. – as well as employees, customer service personnel and anyone working in schools and education. This course has been independently accredited by the internationally recognised CPD Standards Office for 6 hours of CPD training. On completion of this training you’ll receive CPD certificates from the College and the CPD Standards Office.

Successful account management requires time and investment to achieve high levels of customer satisfaction and develop new business opportunities. Ensuring you are equipped with the right tools to approach every customer interaction in a structured way will help you have productive relationships with your clients. Whether you're new to account management or experienced in business development and looking to expand your skillset, understanding how you can maximise customer relationships will be key to your success. We have developed this programme to be practical, fun and interactive. Participants will have the opportunity to learn and practice a number of key skills that will see successful results, and are encouraged to bring real life examples to the course so that learning can be translated to real world scenarios. This course will help participants: Learn how to plan growth and increase revenue from existing accounts Develop skills to build and develop essential relationships to increase value and visibility Learn how best to create loyalty and customer satisfaction Identify how to set account targets and development plan for building contacts and cross-selling Develop persuasion and influencing skills to better define needs and develop opportunities Learn how to add value at all stages; plus gaining competitive advantage Develop an up-selling, cross-selling strategy 1 Performance metrics for account management Introduction to the PROFIT account management model Using practical tools to measure account performance and success Planning your account strategy - red flags and green lights 2 Relationships for account management How to build and manage key relationships Producing a 'relationship matrix' Developing a coach or advocate 3 Setting objectives for your account Developing an upselling cross-selling strategy Setting jointly agreed goals, objectives and business plans Planning session 4 Feedback and Retention - building loyal and satisfied customers How to monitor and track your customer's satisfaction Building a personalised satisfaction matrix Customer service review meetings 5 Influence Getting your message and strategy across to C-level contacts Being able to better develop a business partnership within an accountes 6 Teamwork and time management Working with others to achieve your account goals Managing and working with a virtual team Managing your time and accounts effectively 7 Gaining commitment and closing the sale Knowing when to close for commitment How to ask for commitment professionally and effectively Key negotiation skills around the closing process - getting to 'yes' Checklist of closing and negotiation skills Practice session

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points