For corporate clients

 My objective: Companies make products, people make brands!

The situation

Customers are finding it hard to see things clearly; there are innumerable service providers nationally and internationally, promising almost endless numbers of products. These products always contain and promise – with a few exceptions – exactly the same thing, quality and innovation at unbeatable prices.

At the same time, life in our consumer society has become more hectic and impersonal. Everything has to happen faster, be done quicker; professional etiquette and careful communication in daily life when dealing with colleagues and clients is dwindling or in some cases, has disappeared entirely. They have fallen victim to spurious rationalisation and increasing productivity and are no longer set as examples.

The consequences of this are obvious; the products that have been lauded, launched using expensive advertising campaigns and presented to the market can come across poorly to customers due to untrained personnel.  For the customer, this turns the shopping experience into a harsh disappointment. The manufacturer doesn’t get the feedback they hoped for from the customer on the expensive advertising campaign, which was supposed to appeal to all the emotions.

The solution

I offer company-specific workshops in which we create together the foundations for your future professional, customer-friendly image. You will gain the know-how to select your employees, observe and lead them in a targeted fashion in daily business, evaluate them in appraisals and recognise development potential.

Workshop content offered for senior management:

•  Which social and personal competencies should our senior management and employees demonstrate?
  Together we will define the social and personal competencies and work out positive and negative indicators so that they can be specifically observed. These elements can be used from personnel recruitment through to evaluation.

•  How can I align my company to being ‘customer-friendly’?
  Together we will extrapolate from your vision and mission statement specific measures aimed at ensuring that customers are treated in a professional, consistent manner, from their first contact through to the end of their business with you.

•  What do my customers expect?
  Together we will assess existing customer surveys about their customer experiences and extrapolate the specific, appropriate personnel development measures.

•  How can I motivate senior management and employees to change their behaviour?
  Together we will define strategies that help senior management and employees to exemplify the natural, genuine manners that result in a positive customer experience.

 The benefits to you…

• You position yourself clearly as a company and create a USP.
• You create positive customer experiences and encourage word-of-mouth recommendation.
• You can deploy your trained personnel anywhere there is contact with external customers.

Workshop content offered for employees:

• Job interviews: how can I come across as professional and responsive in a job interview?

• Social etiquette and behaviour when networking: how do I act as an ambassador for my company in a professional, genuine and confident manner?

• Social etiquette and behaviour at official occasions: behaviour at the table and at pre-dinner drinks. What rules should I adhere to in order for my appearance to be successful?

• Social etiquette and behaviour in business: what is the current etiquette that is required for business relationships to run smoothly?

• Telephone manners: how do I deal with demanding customers? How can I provide a perfect service?

• Behaviour in sales: how I can win customers and give them positive, skilful advice?

• Social etiquette and behaviour when dealing with customer complaints: how I do I handle customer complaints professionally?

Benefits for your employees…

• Knowledge is power: Your employees will be professional and confident.
• True ambassadors: Your employees will contribute to your customers’ positive experiences.
• Increasing motivation: Trained employees are more motivated and friendly as they can realise their full personal potential.

I look forward to hearing from you!