Many of Market Viewpoint's clients have taken advantage of our training services and workshops. These programs were born from the market research gathered in the mystery shopping process and they are in direct response to the issues and challenges faced by today's business organizations.

Our trained staff of credentialed professionals can assist you with your training needs as they apply to your unique circumstances. In addition, clients have taken advantage of our services in Exit Interviews, Leadership Development, Performance Coaching, and 360 Degree Feedback to name a few.

Our Training Design and Facilitation team will be with you every step of the way to create training programs targeted on your areas of need. Some of our most popular programs include:

• Telephone skills training and development
• Practicing customer service excellence in the workplace
• Team building
• E-mail etiquette on the job
• Stress management
• Generations in the worksplace
• Customer focused sales skills

Telephone Skills Training and Development

Effective telephone skills are basic, but critical. The telephone is often the first and frequently the only contact we have with our valued customers. Accordingly, client relationships and retention can depend on the impressions our staff gives on the phone. We must work to create the right impression.

Whether your staff spends 8 hours or 8 minutes a day on the telephone, we all periodically need to assess and improve our telephone techniques. This two-hour course will enable your staff to:

• Understand and appreciate the importance of telephone customer service
• Examine the importance of client relationships
• Develop effective ways to handle calls
• Skillfully manage the angry or dissatisfied caller

Practicing Customer Service Excellence in the Workplace

Understanding and servicing the needs of its clients will take your business from being a market leader to a market dominator. Using a highly interactive format, this two-hour course will:

• Enable you to build and maintain positive relationships with your clients
• Provide tips so you can practice excellence in service daily
• Help you identify and eliminate the barriers to delivering superior customer service
• Focus on the contributions made by each member of your team

Team Building

The emphasis on teamwork is an important part of what's going on at work today. This program is meant for managers, supervisors and all employees. It can be tailored to be presented in a full-day session or in mini sessions designed to meet the needs of your workforce.

This highly-interactive program will allow your group to experience the dynamics of teamwork firsthand. Topics to be covered include:

• Basic strategies for leading team meetings
• Turning diversity to a team's advantage
• Recognizing and dealing with ineffective teams
• Playing down yourself and building up others
• Tension and conflict management

Email Etiquette on the Job

A brave new world has dawned where new pitfalls exist. As if we didn't have enough worries - "dissing" our valued clients personally or via the phone - now we can do it in cyber space! According to Vault.com, 80% of employees say that email has replaced "snail mail" and 45% say it has replaced phone calls!

Email etiquette isn't about arbitrary rules but a blend of common sense, common courtesy and what is becoming common knowledge - use of the net.

In this interactive 2-hour session we will:

• Discuss the 10 "Principles of Email Etiquette"
• Provide an etiquette checklist
• Help you to reply correctly and cope with email overload
• Review your office culture/company policies
• Discuss inappropriate email (gossip, jokes, and personal commuications)

Stress Management

Part of our "Lite Lunch" series, this fast-paced, one-hour session focuses on stress at work and how to deal effectively with it. We will focus on causes of stressors and our ability to deal with them based on our moods, as well as provide tips and techniques for dealing with the stressors we face daily.

Generations in the Workplace

For the first time in history, there are four generations working and making purchases in the marketplace.

• Can you identify each group and what characterizes them?
• Do you know how each group defines customer service?
• Do you know how to manage each group?
• Are you prepared to customize your marketing/selling techniques to each group to close more sales?

Customer Focused Sales Skills

Ever wonder why some sales reps are so successful at closing? They make the sales process look easy through their secret weapon. This workshop is intended to take the fear out of selling. In this workshop, you'll learn key skills, such as:

• Establishing a rapport
• Understanding the prospects' needs
• Presenting solutions
• Handling objections
• Closing the sale
• "Seven Secrets to Successful Selling"

This interactive workshop appeals to novice and experienced sales professionals and is sure to charge up your sales efforts in today's highly competitive marketplace.

 

Contact Us

For more information on the development and facilitation of all of your customer service, sales and human resource training needs, call or email today!.