RESTART AND EXCELLENT
CUSTOMER SERVICE
1.
PERSONAL RESET – IMAGE AND ATTITUDE TOWARDS OURSELVES, CUSTOMERS AND COLLEAGUES
→Self-analysis with a touch of humour, exploring our external image, inner energy and two versions of ourselves – at work, at home, and in public
→Analysis of positive and negative choices affecting our quality of life, relationships with others, performance at work, customer service and sales
2.
PROVEN WAYS TO RECHARGE
→Seven methods for a personal reset, energy renewal and goal achievement – both at work and in personal life
3.
THE CHALLENGE OF SIMILAR-LOOKING SERVICES
→Understanding how communication skills, customer service and sales quality help us stand out in an overcrowded market
4.
TECHNICAL VS PERSONALISED CUSTOMER SERVICE
→Two memorable videos demonstrating how positive and negative customer experiences are shaped by both technical aspects and the emotions created by staff
5.
POSITIVE FIRST IMPRESSION FOR CUSTOMERS AND OTHERS
→Eight elements of excellent customer service that help create a positive first impression and build openness, trust and a sense of belonging
6.
TEAM BUILDING ACTIVITY: “Anonymous compliments”
→An uplifting atmosphere and a sense of appreciation through giving and receiving compliments and thanks from colleagues
→A lasting handwritten card that is often kept for years
7.
BRAINSTORMING: “What do we as a team want to achieve in 6 months, and how will we do it?”
→Being open about the team’s shared and individual everyday challenges
→What to improve in our internal processes and communication
→Ways to save time, money and other employee and company resources
→How to attract new customers and strengthen the loyalty of existing ones
→How to create a wow factor and go beyond customer expectations
# MOTIVATION, ENERGY RENEWAL
# CUSTOMER SERVICE, FIRST IMPRESSION
# TEAM BUILDING, TEAM UNITY
1.
There are signs of fatigue, routine or burnout within the team
2.
Colleagues show a careless attitude towards themselves, work and customers
3.
There is a desire to improve first impressions with customers and business partners
4.
There is a need to align departments and remote team members
5.
The team needs to define its goals for the coming months
6.
You are looking for an inspiring session as part of a larger event
1.
Challenging the comfort zone and a fresh look at daily actions
2.
A strong first impression for customers, colleagues and others
3.
Stronger team unity and early resolution of potential conflicts
4.
Higher daily team engagement and loyalty to the company
5.
A stronger connection with the trainer for future programmes
| FORMAT | On-site recommended |
| TOTAL DURATION | Up to 5 hours including breaks |
| TRAINING DAYS | 1 |
| PRACTICAL EXERCISES | Included in the overall duration |
| RECOMMENDED GROUP SIZE | 6-20 participants |
| TYPICAL TIMING WITH 1 GROUP PER DAY | 10:00 – 15:30 |
| TYPICAL TIMING WITH 2 GROUPS PER DAY | 08:30 – 13:00 and 14:00 – 18:30 |
✓
For organisations and teams across all industries
SALES DIALOGUE
AND 100 QUESTIONS
| 1. |
FOUNDATIONS FOR A SUCCESSFUL SALES DIALOGUE
|
| 2. |
SALES DIALOGUE IN 10 STEPS
STEP 1
Assessing customers’ needs, goals, priorities, challenges and selection criteria. Experience with other suppliers, evaluation of the current partnership and how a new customer perceives the salesperson’s company. STEP 2
Active listening, avoiding disagreement with the customer, empathy, reducing resistance, clarifying and summarising customer needs. STEP 3
Industry developments, global trends, solutions and success stories. Presenting the product or service, price and value. STEP 4
Understanding the customer’s initial reactions and emotions. Identifying perceived value, level of interest, doubts, objections and uncertainties. STEP 5
Addressing doubts and uncertainties. Linking objections and arguments to the customer’s needs and reinforcing the price, value and key benefits. STEP 6
Asking questions that encourage the customer to see the benefits and discover the value. STEP 7
Reinforcing the customer’s decision or understanding what is preventing a decision. STEP 8
Summarising the strongest arguments, presenting alternative solutions, identifying upselling opportunities and guiding the customer towards a decision. STEP 9
Understanding the customer’s future plans and needs, presenting market innovations, future sales and new partnership opportunities. STEP 10
Agreeing on specific next steps, responsibilities and deadlines. Ongoing communication, follow-up and after-sales support. →More than 100 approaches, examples and questions to ask customers
→At least 8 practical exercises and idea generation for participants
|
| 3. |
FAREWELL AND THANK-YOU MESSAGE AFTER THE MEETING
|
# INTERNAL BLOCKS, EXCUSES, FEARS, EGO
# CUSTOMER OBJECTIONS, EMPATHY, ARGUMENTS
# LONG-TERM RELATIONSHIPS, PARTNERSHIP
1.
The sales team lacks ambition, self-belief and has many excuses
2.
A lack of confidence in negotiations leads to avoiding meetings
3.
Handling incoming requests is more common than proactive outreach
4.
Sales conversations focus only on price, discounts or volume
5.
Customer objections often create confusion and expose weak arguments
6.
The sales process prioritises transactions over long-term partnership
7.
A deeply industry-tailored training with real examples is needed
1.
Changing the perception of what sales truly is and is not
2.
Understanding how preparation supports sales and saves time
3.
Dozens of examples on building dialogue and leading customers to decisions
4.
Examples of increasing value without focusing on discounts
5.
The role of empathy in identifying needs, argumentation and upselling
| FORMAT | On-site recommended |
| TOTAL DURATION | Up to 10 hours including breaks |
| TRAINING DAYS | 2 or 3 |
| PRACTICAL EXERCISES | Included in the overall duration |
| RECOMMENDED GROUP SIZE | 6-14 participants |
| TYPICAL TIMING WITH 1 GROUP PER DAY | 10:00 – 15:30 |
| TYPICAL TIMING WITH 2 GROUPS PER DAY | 08:30 – 13:00 and 14:00 – 18:30 |
✓
Heads of Sales
✓
Sales Directors
✓
Sales Managers
✓
B2B and B2C salespeople
✓
Project managers
✓
After-sales professionals
✓
Account managers and agents
✓
Sales representatives
✓
Small business owners
✓
Customer service and support specialists
SALES CALLS AND
WRITTEN COMMUNICATION
1.
ENGAGING SALES CALL
→Professional impression at the beginning and end of phone conversations, missed calls, callbacks and other everyday situations
→Rethinking calls to new and existing customers – biases, assumptions and fears related to customer reactions
→Goals of a sales call, creating value for the customer and understanding that the first call is not always about making an immediate sale
→Choosing the right time to call, modelling conversation scenarios, recording calls and analysing performance
2.
DIALOGUE, OBJECTIONS AND AGREEING ON NEXT STEPS
→Questions and approaches that block the conversation or, conversely, encourage customers to share their views, experiences and needs
→Ready-to-use phrases for handling common customer objections in different situations
→Closing the sales call and agreeing on a clear next step and time for further communication
→SMS and WhatsApp message examples for leaving a professional lasting impression after the call
ADDITIONAL OPTION
IN-DEPTH PRACTICAL SESSION IN PAIRS OR INDIVIDUALLY
Approximately 3–4 hours (usually on a separate day)
→Making sales calls to new or existing customers and modelling conversation scenarios and possible objections
→Reviewing each call and refining the approach for future calls
3.
POSITIVE FIRST IMPRESSION AND CLEAR WRITTEN COMMUNICATION
→Choosing the right form of address, appreciation and greeting to make the message feel personal
→Structure and visual elements that improve readability, highlight key details and encourage the recipient to respond
→Common structural, language and formatting mistakes that create an unprofessional impression
4.
FOLLOW-UP COMMUNICATION AND CLOSING THE CORRESPONDENCE
→Response times, communication following a customer rejection and establishing the next steps
→Practical examples for replacing generic sign-offs such as “Yours sincerely”, “Regards” and “Best wishes” with more personal alternatives
ADDITIONAL OPTION
IN-DEPTH PRACTICAL SESSION IN PAIRS OR INDIVIDUALLY
Approximately 2 hours, depending on the number of participants
→Participants’ real emails and WhatsApp messages – analysis, improvement and practice with more effective communication approaches
# COLD CALLS TO NEW CUSTOMERS
# PROACTIVE CALLS TO EXISTING CUSTOMERS
# EMAIL AND WRITTEN COMMUNICATION
1.
The team fears proactive calling or it is not part of daily practice
2.
Calling is seen as disturbing or making the salesperson appear desperate
3.
Offers are sent, but follow-up with customers often does not happen
4.
There is no strategy for structuring calls and handling customer objections
5.
Emails and WhatsApp messages are impersonal and fail to build a connection
6.
Written communication shows frequent structural and language mistakes
7.
A deeply industry-tailored training with real examples is needed
1.
Realising that a pleasant call and a well-written email also drive sales
2.
Greater confidence and open attitude towards calling customers
3.
The ability to structure phone conversations, handle objections and sell
4.
Clearer structure and fewer mistakes in written communication
5.
A unified and professional image across all communication channels
| FORMAT | On-site recommended |
| TOTAL DURATION | Up to 5 hours including breaks |
| TRAINING DAYS | 1 or 2 |
| PRACTICAL EXERCISES | Optional, +1 day |
| RECOMMENDED GROUP SIZE | 6-14 participants |
| TYPICAL TIMING WITH 1 GROUP PER DAY | 10:00 – 15:30 |
| TYPICAL TIMING WITH 2 GROUPS PER DAY | 08:30 – 13:00 and 14:00 – 18:30 |
✓
Heads of Sales
✓
Sales Directors
✓
Sales Managers
✓
B2B and B2C salespeople
✓
Project managers
✓
After-sales professionals
✓
Account managers and agents
✓
Sales representatives
✓
Small business owners
✓
Customer service and support specialists
COMPLAINTS AND
PROBLEM SITUATIONS
1.
ACTIONS TRIGGERING CUSTOMER AGGRESSION AND FRUSTRATION
→Dozens of examples of often unintentional actions that intensify customers’ negative emotions or even become their main cause
2.
A SCENE FROM “TWO AND A HALF MEN”
→A humorous example demonstrating how to better approach and calm almost anyone in a conflict situation
3.
LISTENING AND EASING TENSION
→Practical tips and examples on how to properly listen to customers and prevent escalation in the early stages of a difficult situation
4.
THANKING AND SHOWING APPRECIATION
→More than 10 approaches and ready-to-use phrases that help customers feel heard, important and valued
5.
UNDERSTANDING, EMPATHY OR APOLOGY
→More than 10 approaches and ready-to-use phrases that show our openness to finding a solution, while demonstrating that we take the customer’s complaint or concern seriously and understand its importance
6.
CLARIFYING AND TAKING CONTROL
→More than 20 approaches and ready-to-use phrases that help clarify the customer’s message, confirm understanding and take control of the situation
7.
SETTING BOUNDARIES WITH AGGRESSIVE CUSTOMERS
→More than 10 approaches and ready-to-use phrases that maintain a professional attitude towards customers while setting clear boundaries
8.
PROVIDING A SOLUTION
→Approaches and phrases to avoid when handling difficult situations
→More than 10 opening phrases and tips for effective problem-solving
9.
CLOSING THE SITUATION PROFESSIONALLY
→More than 10 approaches and ready-to-use phrases that help close a difficult situation professionally and leave the customer with more neutral emotions
10.
IN-DEPTH PRACTICAL SESSION IN PAIRS OR TEAMS
→Real-life difficult situations within the company – practising the approaches learned and developing possible solutions
→Discussions on the proposed solutions and agreement on the most suitable approach for similar situations in the future
# AGGRESSIVE AND DIFFICULT CUSTOMERS
# DISPUTE AND CONFLICT RESOLUTION
# 70 POWERFUL RESOLUTION PHRASES
1.
Complaints and negative reviews cost money, time and customers
2.
The team avoids resolving issues due to low confidence in how to act
3.
Customer aggression is taken personally, affects well-being and work quality
4.
Problem situations lack structure and lead to mixed outcomes
5.
Conflicts often escalate at an early stage – with customers and internally
6.
Management is often involved in situations the team should handle
7.
Practical approaches to handling complaints and emotions are needed
1.
Awareness of actions that can trigger negative customer reactions
2.
The ability to calm customer emotions and stay professional
3.
A practical six-step structure for resolving problem situations
4.
Dozens of phrases for spoken and written communication with different customers
5.
Lower emotional stress and reduced risk of burnout in daily work
| FORMAT | On-site recommended |
| TOTAL DURATION | Up to 10 hours including breaks |
| TRAINING DAYS | 2 or 3 |
| PRACTICAL EXERCISES | Included in the overall duration |
| RECOMMENDED GROUP SIZE | 6-20 participants |
| TYPICAL TIMING WITH 1 GROUP PER DAY | 10:00 – 15:30 |
| TYPICAL TIMING WITH 2 GROUPS PER DAY | 08:30 – 13:00 and 14:00 – 18:30 |
✓
For organisations and teams across all industries
Step-by-step learning strengthens the implementation of knowledge in everyday work. That is why our training programmes complement each other. Choose all for your team or focus on what matters most now.
WHAT DESCRIBES OUR TRAINING
ATMOSPHERE
Light humour, specially selected background music, interactive and inspiring environment.
ACTIVITIES
Brain games, team building activities, physical exercises and changing seats during the training.
APPROACH
Real-life examples and case studies, inclusive and engaging methods, and homework for lasting results.
ADAPTATION
Customised training programme for the company, optimal duration, and comfortable breaks.