Creativedge Training & Development Ltd
Power House
Harrison Close
Milton Keynes
Buckinghamshire
MK5 8PA

Tel: +44 (0) 1908 232725
Email: info@creativedgetraining.co.uk

Customer Service & Sales Training Courses

Service & You
Service & You

An introductory session to establish a baseline for the other service modules.

  • So… what’s in it for you?
  • Your customers’ needs, wants & expectations?
  • Material v personal service
  • The lifetime value of your customers
  • Personal service strengths & opportunities

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Face – to – Face Service Skills – 1
Face – to – Face Service Skills – 1

Learn how to create a great first impression and connect with your Customers

  • First impressions
  • Welcoming your customers – the 6 essentials
  • Positive communication and body language
  • Connecting with your customers
  • Skills practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Face – to – Face Service Skills – 2
Face – to – Face Service Skills – 2

Learn how to recognise, build rapport and relate to different customer types.

  • Being attentive – ostrich or meerkat?
  • Building rapport quickly with your customers
  • Listening and questioning skills
  • Recognising and responding to customer types
  • Skills practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Telephone Service Skills – 1
Telephone Service Skills – 1

Learn how to confidently handle telephone contact with your customers.

  • The 8 great telephone hates
  • Powerful greetings and closings
  • Handling calls – on hold; transferring; signposting
  • W.A.R.M. – taking control of your calls
  • Skills practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Telephone Service Skills – 2
Telephone Service Skills – 2

Learn how to communicate professionally with your customers over the phone.

  • Your telephone voice personality
  • Voice mirroring
  • Using positive language
  • Handling the different types of caller
  • Skills practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Difficult or Complaining Customers
Difficult or Complaining Customers

Learn how to handle unhappy customers – both face-to-face and over the phone.

  • Beware the silent customer!
  • Top reasons why customers complain
  • The ‘FIRSTCLASS’ approach to resolving issues
  • Remaining composed and confident
  • Skills practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Winning & Keeping Customers
Winning & Keeping Customers

Learn how to be the kind of person customers like to buy from.

  • Something to think about!
  • The greatest business secret in the world
  • The ‘better than selling’ principle
  • The only 2 things customers ever buy
  • 5 sure-fire ways to keep them coming back

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Handling the ‘Moments of Truth’
Handling the ‘Moments of Truth’

Learn how to positively influence those critical points of customer contact.

  • What shapes your customer’s expectations?
  • The 4P’s of the customer experience
  • Mapping your customer’s journey
  • Defining the critical moments of truth
  • Identifying practical actions

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Internal Service & Teamwork
Internal Service & Teamwork

Learn how to work together as a team to deliver service excellence.

  • Teamwork – the internal service chain
  • The good, the bad and the best
  • The 3C’s of internal service
  • Your service roadblocks
  • Identifying service improvements

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
The Customer Service Game
The Customer Service Game

An interactive team-based exercise to either introduce or review the key service principles covered in these sessions.

  • Introducing the session
  • Playing the customer service game in teams
  • Overcoming the common service pitfalls
  • Highlighting and sharing best practice tips
  • Identifying next steps

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Managing for Service
Managing for Service

Learn how to lead and develop your team to deliver service excellence.

  • Your role as a service leader
  • Defining service standards
  • Are you easy to do business with (ETDBW)?
  • Coaching and empowering your people
  • Recognising and rewarding success

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.
Recruiting for Service
Recruiting for Service

Learn how to identify and select customer service stars.

  • The DNA of a great service provider?
  • Preparation – defining what you need
  • Questions to reveal service excellence
  • Assessing candidate capability and potential
  • Interview practice

Delivery options available:


Classroom Our 90 Minute Toolkit sessions delivered in a classroom for up to 20 people by one of our engaging trainers.

Virtual Our 90 Minute Toolkit sessions delivered live online in a Virtual classroom environment.

Licensing We can provide a license to purchase our 90 minute toolkit session materials to deliver in-house.

Toolkit Plus Our 180 Minute Toolkit Plus sessions delivered in a classroom for up to 20 people for an in-depth, interactive learning experience.

Sales

Successful Face – to – Face Selling
Successful Face – to – Face Selling

Learn how to drive sales by delivering great service to your customers…

  • Understanding the sales background
  • Questioning – customer needs and wants
  • USP’s for your products and services
  • Tactics for closing the sale
  • Adding extra value

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Opening the Outbound Sales Call
Opening the Outbound Sales Call

Learn how to get through to key decision makers and present a positive first impression.

  • Getting past Gatekeepers and voicemail
  • 4 steps to making a positive first impression
  • Do’s and don’ts of opening a sales call
  • The ‘hook’ – gain attention; get to the next stage
  • Skills practice

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Establishing Customer Needs
Establishing Customer Needs

Learn how to identify real customer needs through effective questioning and listening.

  • Questioning style
  • 6 approaches to questioning technique
  • Qualifying and confirming customer interest
  • Active listening skills
  • Skills practice

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Presenting Your Product or Service
Presenting Your Product or Service

Learn how to personalise your sales pitch and match customer needs with the right information about your product or service.

  • Using positive language
  • Features tell, benefits sell
  • Using emotive words in your sales pitch
  • Personalising your pitch to the customer
  • Skills practice

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Handling Objections
Handling Objections

Learn how to recognise, manage and move on from sales objections and concerns.

  • What is an objection and why do they occur?
  • Do’s and don’ts of dealing with objections
  • 4 steps to managing objections confidently
  • Typical objections and potential answers
  • Skills practice

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Maximising Inbound Sales Calls
Maximising Inbound Sales Calls

Learn how to turn inbound enquiries into sales.

  • Greeting the caller positively
  • Asking the right questions
  • Giving information that ‘sells’
  • Asking for the business
  • Skills practice

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Account Management
Account Management

Learn how to grow your business from within your existing account base.

  • How do you manage existing accounts?
  • Potential added-value opportunities
  • Time management and prioritisation
  • Reasons to call or visit existing customers
  • Conducting an account review

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Influencing Buying Decisions
Influencing Buying Decisions

Learn how proven strategies can influence your customers to make that purchasing decision…

  • Different types of buying behaviour
  • The 5 stages of the buying decision process
  • Potent influencing strategies
  • Adopting these principles in your business
  • Practical activities and discussion

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Sell More Using Psychology
Sell More Using Psychology

Learn how to apply powerful secrets of psychology to boost your sales performance…

  • The ‘secret’ to helping customers say “yes”
  • Converting more sales using psychology
  • 7 powerful techniques in action
  • Applying these principles to your business
  • Identifying next steps

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Prospecting
Prospecting

Learn how to build a pipeline of sales opportunities through developing your lead generation techniques.

  • Bursting the myths of prospecting
  • Get a winning attitude to prospecting
  • Setting SMART objectives
  • Identify targets and target markets with the 80/20 rule in mind
  • Using more innovative ways to build your pipeline

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Sales Planning
Sales Planning

Learn how to write an effective sales plan that will help keep your sales steady all year round through.

  • Reviewing Past Performance and understanding sales planning
  • Grasping the importance of the Product/Service Mix
  • Ensuring the correct Channel Sales/Marketing Mix and New & Existing Customers are maintained and achieved
  • Effective territory planning
  • Accurate Sales Forecasting and Managing the Pipeline

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Customer Segmentation and Prioritisation
Customer Segmentation and Prioritisation

Learn how to segment and prioritise your customers to maximise your win/loss ratio

  • Increase your understanding of key clients and their needs
  • Prioritise your target groups and understand where the greatest potential lies
  • Calculating Customer Value
  • Skills Practice -Create a 4 box grid model for your own customers
  • Understanding Customer Profiles, Needs and Behaviours

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience
Consultative Selling
Consultative Selling

Learn the value of developing strong relationships of trust by successfully employing a consultative selling approach.

  • Understand the value of a consultative selling approach, how, where and when it should be used
  • Building Relationships of Trust
  • Skills Practice -using a consultative selling model
  • Asking probing questions
  • Overcoming resistance and creating action plans

Delivery options available:


Classroom Delivered face to face via one of our trainers

Virtual Delivered Live online via one of our trainers

Licensing Purchase the materials to deliver in-house

Toolkit Plus 180 Minute courses for a deeper experience

Learning Guides

Participants receive a high-quality and comprehensive learning guide to support and reinforce each 90 minute course.

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