Managing Customer Excellence

Run as six, full-day sessions with time between each session for the content to be practised and embedded.

Whilst sessions are formulated to cover the content in a structured fashion, a flexible approach adapts each session to take into account the individual needs of the delegates and their businesses. Whilst we encourage delegates to undertake all 6 modules, each module can be booked separately.

Days normally start at 9am with a half hour lunch break and finish at 3.30pm with comfort breaks as needed.

During each session delegates are encouraged to raise any needs or challenges they would like to be covered.  Those areas that are not covered in the set days are also specifically addressed on this final day.

Each session also includes activity-based learning.

1. Discovery – how and why people are mostly interested in themselves, the importance of listening.
2. Understanding who stakeholders are and how they are all customers.
3. How the human brain takes in and filters information to make decisions. (NLP based)
4. Mindset – understanding we cannot change others, but we can change what we do to affect the way others interact with us.
5. The sales pipeline, how it has changed in recent years and how to “feed” customers.
6. The fundamentals of Time Management
7. Understanding social anxiety, Phone Phobia and stress. How to deal with it and understanding how our customers and potentially colleagues are affected by it.

1. Classic Conditioning and how we can change our behaviours.
2. Understanding emotions and how they are the human shortcuts to making decisions.
3. The Parato Principle and the law of averages.
4. How we can collect, measure and use statistical data to predict results, find best practice,  people strengths and weaknesses and establish best time management of activities.
5. Using the KCPS principles.
6. Personality types (Myers Briggs)

1. Managing Up – Across and Down.
2. Leadership versus Management.
3. The importance of WHY.
4. Developing your Elevator Pitch.
5. Signposting.
6. Using your voice and tonality.
7. The power of words.
8. Understanding Scope and taking responsibility to establish Scope.
9. APAC.

1. Private desires and Public reasons.
2. Body Language.
3. Taking ownership.
4. Unique selling points versus Unique selling propositions.
5. Understanding customers’ needs.
6. Gaining customers’ testimonials.
7. Marketing tools.
8. Change management.

1. Negotiation skills.
2. Presentation skills.
3. Objection handling.
4. Conflict management.

1. Understanding Myers Briggs personality types.
2. D8 Problem Solving.
3. We recap on the previous days, look at individuals implemented outcomes so far and gaining commitments from each delegate we plan future next steps for each which the delegates in turn present to the group.

Steve Favell

“I believe learning is best taken onboard by delegates when they have an understanding of the psychology that sits behind why techniques work and how we differ from each other. The course features a lot of psychology which, I have found, really engages participants and gives delegates a real understanding of how to interact with others. We can’t change other people but, we can learn to change what we do to get the responses from others that we would like.”          

In the 70’s, at the same time as being in high demand as an accomplished musician, Steve Favell developed what became one of the County’s most successful music retail, wholesale companies. Steve went on to build, train and mentor a number of the UK’s most successful national sales teams.
He went on to join Huntingdonshire Regional College and grew their commercial income by more than 1.5 million.
Steve has established himself as an expert in personal development training. Steve says “I’m extremely proud to be working in partnership with Colchester Institute. Being an effective mentor is a teachable skill that changes peoples lives and is the key to long term business success.”

• Module 1: £50
• Module 2: £70
• Module 3: £80
• Module 4: £60
• Module 5: £50
• Module 6: £60

Bundle and Save!

Get the best value with our module bundles!

• Buy 3 or more modules and enjoy a 10% discount!
• Get all 6 modules for just £255, a fantastic deal you won’t want to miss!