Building customer focused businesses by delivering effective training with a point of difference.
Our In house training sessions and seminars can be delivered on site at your business to minimise interruptions and down time, or if you would prefer at our venue.
Sydney - Melbourne – Brisbane
attitude January 27th, 2008
We rarely learn anything, beyond a fact or morsel of knowledge in an event or moment in time. Real useful learning comes from a process of doing, trying, experiencing and applying. Despite this fact we continue to seek the “event” that will transform our performance. Remarkable learners consider the event the spark for, rather than the completion of, the learning. read more
attitude January 11th, 2008
What makes for outstanding customer service in your business? Follow some of these alphabetical tips to provide high quality service, along with a dash of fun for customers. read more.
attitude January 4th, 2008
Next time you find yourself face to face with a complaining customer, you might like to try these simple techniques
1. Make immediate eye contact and give the customer your full undivided attention.
2. Speak calmly, slowly and show sincere care and consideration.
3. Use the persons name often and personalise the communication by using the words I instead of we, I understand how you must feel at this point.
4. Listen actively, nod often and show empathy.
5. Ask questions to confirm what is being said.
6. Ensure you hear the customer out completely before offering a solution.
7. Offer the solution that is in the customers favour, remembering that your most important goal is to preserve the business relationship.
8. If the solution is not satisfactory to the customer, then ask what is it that you can do for them that is fair for the both of you.
9. Follow up to see that any arrangements have been made.
10. Thank the customer for the opportunity to solve their complaint.
attitude December 23rd, 2007
I have often said that making mistakes is a good thing providing you don’t make the same mistake twice. Most managers find themselves spending 80% or more of their time “reacting” to business events and very little time in preventing those same events from occurring again. If this sounds familiar then you may be making some of these management mistakes: read more from Customer Service Manager.
attitude December 22nd, 2007
Your actions affect your attitude and your attitude drives your actions. It can indeed be powerful to get your actions and your attitude working consistently in the same direction. A small positive action can often make a big positive difference in your outlook on life. Even something quick and simple can shift your momentum.
In the same way, a small positive shift in your attitude can encourage you to take action when you previously were not inclined to do so. Just a brief empowering thought can get you moving forward.
So if you cannot quite bring yourself to take action, at the very least you can convince yourself to carry a more positive attitude. After all, thinking does not require any physical effort at all, and before long that positive attitude will surely lead you to take action. read more from The Daily Motivator.
Email: info[at]attitudetraining.com.au
The team at Attitude training are passionate about delivering effective training with a point of difference. Their experience in Customer Service and Sales management will provide and reinforce skills necessary to improve your customer service levels and increase sales.
Continuity Programs Australia have a number of CRM customer loyalty programs, which are designed to be industry-specific. They specialize in long-sales-cycle industries, such as the Mortgage and Real Estate industries (3-5 years), Automotive industry (sale cycle of 2-4 years), and others (insurance, banks and credit unions, strata title management, etc).