Ready Made Training Materials

	Customer Service Skills This course covers many aspects of customer service skills with an abundance of case studies, scenarios and sample conversations that help the delegates to understand what to say and how to say it to get maximum results. In particular, bad examples of customer services greatly help people to understand what should not be done. Delegates learn how to handle complaints, aggressive customers, demanding customers and many other situations encountered daily professionally and unemotionally.
	Sales Skills Sales Skills course is a comprehensive course aimed not only at salespeople but all those involved in the process of selling. This includes producers, suppliers and buyers. This course focuses on the psychology behind trading, the importance of effective communication in successful selling, the generation of loyal, returning customers, traditional and modern selling techniques, sales pitch structure and delivery, overcoming objections, the art of persuasion and the significance of ethical selling. Apart from specific exercises covering each section of the course, bite size activities have also been included to encourage optimal learning.
	Telephone Skills In this course delegates will learn the essential points about telephone skills and how to handle customers and colleagues professionally and efficiently. This course provides delegates with effective solutions and practical tips in dealing with challenging phone communications. This course is suitable for anyone who uses phone as part of their everyday job including helpdesk or call centre staff. The course contains many examples, scenarios, bad conversations and exercises to help delegates quickly understand these concepts. Comprehensive guidelines and course notes are provided for trainers so they can pick up the course quickly.