Customer Service Excellence Programmes

Signature Customer Service (SCS): A flexible 2 day instructor-led programme designed for employees who interact with internal or external customers. It is designed in 2 and 3 hour stand alone modules so the programme can be configured to your organisation’s needs. The programme provides specific approaches to 4 distinct ‘customer conditions’, effectively solving problems and increasing satisfaction and loyalty.

Programme Overview

Managing Signature Service

Reinforcing Signature Service

Inbound Sales Excellence (ISE): A 2 day abbreviated version of The Counsellor Salesperson for call-centre representatives. The skills are abbreviated to fit the time expectations of a call-centre environment. Representatives learn how to add value in every transaction, how to view selling as a way of adding value, and how to build customer loyalty on every call - however long or brief the conversation.

Programme Overview: Classroom Approach	Blended Approach	e-learning Approach
Applying ISE	Coaching ISE

The Power of Versatility (TPOV): A ‘reinforcement’ application that can be added to Wilson Learning Programmes such as Social Styles Series and Versatile Salesperson. The programme’s modular design can be configured to your organisation’s needs or presented in the traditional 1 day format. The Power of Versatility offers participants a comprehensive review of the concepts of ‘Social Styles’ and includes a personalised Versatility Profile.
Programme Overview

Consulting with Clients (CWC): This programme is especially valuable for sales team members who play a strong consulting role in front of clients in strategic accounts. It teaches a powerful methodology for analysing the customer’s business situation and helping them find (and buy) effective solutions.
Programme Overview

Social Style Series (SSS): An evolutionary, research-based programme that uncovers value in the diversity of your people and their individual strengths. ‘Social Styles’ helps participants to improve interpersonal relationships with colleagues and associates based on a proven framework of tools and skills necessary to understand and work with individual differences in a variety of situations. A 2 day instructor-led programme, the learning experience is enhanced by the ‘Social Styles Profile’ – a multi-rater instrument that identifies the participant's social style: Driver, Analytical, Amiable or Expressive.
Programme Overview

The Consultative Process (TCP): A 3 day instructor-led programme that introduces a problem-solving mindset and presents an effective process for consulting with both internal and external clients. It helps technical professionals, service providers, project managers and sales people that they can better support the needs of their customers and their organisations if they act as both technical experts and consultants. A clear focus on business problem-solving skills will lead to more productive client relationships.
Programme Overview

Interviewing, Assessment, Measurement & Competency Development for ‘Service Performance’:

Performance Based Interviewing (PBI): A highly effective ‘selection tool’ that gives your organisation a detailed appreciation of the kind of skills and talents required for a targeted job role. The tool enables you to conduct meaningful evaluations and hire the candidates most likely to achieve performance expectations.
Programme Overview

Strategic Work Profiling (SWP): A process that helps you to link individual capabilities of your workforce with your business strategy.
Programme Overview

Customer Relationship Inventory (CRI): An insightful assessment tool that measures a sales person’s skill levels in terms of Relating, Discovering, Advocating and Supporting (4 step sales process learned in the Counsellor Salesperson Programme as perceived by their customers. Participants receive useful feedback and development planning based on their customer’s perspective.
Classroom Approach : Blended Approach

The Innovator®: A group-decision support system that uses group polling software and professional group process facilitation to supply immediate feedback from all members of the audience. It can be used with up to 250 participants, but the ideal group size ranges from 12-18 people. A tool for senior management and planning groups, The Innovator’s® primary purpose is to help strategic and operational planning at the organisational, divisional or departmental levels.
Programme Overview