Using the Broken Record Technique to Calm Customer Emotions
Neville Beardsmore shares a 3 step process to calm customer emotions on telephone calls
How to terminate a telephone call correctly
Techniques to improve those difficult customer phone calls from Neville Beardsmore at Chapel Fields Associates
CFA Training - better results for your customer facing teams
5 ways to deliver online training without being boring and monotonous
Neville Beardsmore of CFA Training shares his top tips on how to deliver memorable and enjoyable training online
Treat your customer as they would like to be treated
Training in how to provide excellent customer service must give staff the skills to control their natural instinct of defence, and show them how to use empathy and reassurance statements to build rapport with their customers.
Making your first step towards becoming a manager
For many people career progression is measured by becoming a manager. Making that first step into management can be quite daunting so here are a few tips
Who are the stars and the problem children in your team?
Regular coaching should be a fundamental part of the manager’s role. No matter which segment an employee is in they will all benefit from regular coaching although the style used can range from a very proscriptive approach for those in the lower segment to a more informal and ad hoc style for the upper segment.
Managing performance in your team
The role of a manager includes many different elements but when it comes to managing performance there are three parts to your task of ensuring your team does the best possible job: Allocate the work, or task, to be completed by the team member/s making sure you set SMART objectives or KPIs Monitor their progress against the KPIs or objectives that have been set Give feedback on their performance – this includes the ‘what and the ‘how’ (the results they have achieved and their behaviours in doing it)
How to lead your teams through difficult times
Knowing when to adopt different leadership styles to suit the individual or situation and being able to put across a clear vison for the future is key to helping colleagues buy into the task in hand.
How our early ancestors influence our behaviours
CFA Training teach people how to be aware of survival instinct behaviours and share practical tips on how they can minimise their impact on relationships with customers and colleagues.