Customer Service Training, Presentation Training and Telephone Training

Jones Associates are a long established customer service training company specialising in management training programmes.

We make a profound difference by a blend of determination, attitude and a burning desire to succeed. Our management training programmes are inspirational, enjoyable and successful, elevating delegates and their organisations to greater business effectiveness. We believe in diversity and excellence. That's why we have produced training solutions for a multitude of companies across a wide variety of business sectors (Client list). Our clients come back to us time and time again not just for our proven expertise, but also for our enthusiasm and careful attention on every project.

Customer Service Training

Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation, our workshop training programmes are therefore carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider:-

• Why how we perform matters
• What’s different about good performance
• Performance standards
• Turn complaints into opportunities
• Listening skills
• Assertiveness
• Effective communications
• Internal clients
• Customer-focused organisations
• First contact
• Customer rapport
• Develop a reputation for reliability
• Managing expectations

By careful research and development of workshops we can consider and practice solutions to known or likely situations. Even faulty goods can be forgiven and loyalty retained provided the situation is handled well.

Presentation Training

Everyone taking part in our presentation training programmes carry out a number of different presentations progressing forward by constructive feedback building confidence in a positive way. Video is used to identify strengths and weaknesses in a relaxed light hearted atmosphere for delegates to later prepare for a formal presentation to give to the course participants. By the end of the presentation skills session delegates will feel more confident that they have identified the right message for the audience, be able to make a lasting impact and be able to get their message across clearly and effectively. Delegates prepare a personal improvement plan at the end of the course by utilising constructive feedback by the course trainer and fellow delegates.

Course content includes :-

• Controlling nerves
• Planning and preparation
• Individual presentation needs
• Presentation types and styles
• Visual aids
• Managing difficult people
• Best use of existing strengths
• Body Language
• Interaction with an audience
• How to be stimulating
• Effective support materials
• Closing a presentation

Telephone Training

We firmly believe that any person likely to speak to a customer should attend a telephone training programme particularly as that person may inevitably be ‘put on the spot’. They should be equipped with developed skills to understand and be ready to progress many opportunities. Not only does this optimise every single sales opportunity that is likely to be there, but it also gives an extremely professional gloss to the company.

Course content includes:-

• The professional and positive image
• Understanding a customers behaviour
• Customer rapport
• Responding effectively to customer queries
• Positive language
• Effective questioning
• Proactive solutions
• Managing objections
• Understanding the needs of callers
• Customer care building relationships
• Action Plans
• Documented Standards

Sales Training

Selling in today’s competitive environment require sales personnel to be good detectives. A thorough knowledge of the selling and buying process identifying why people buy is essential, our sales training courses are developed to specifically deal with sales targeting and territory planning and utilise video as a learning tool so that delegates can practice using their sales skills.

Course content includes:-

• The buying and selling process
• Dealing with rejection
• Prospecting for sales leads
• Targeting and territory sales
• Managing time
• Setting an agenda
• Communication skills
• Questioning
• Dealing with objections
• Presentation skills
• Closing the sale
• Gaining commitment for future sales

Bespoke Training

All courses are prepared following internal research tailored to include any specialist topics according to organisational need or the skill level of participants.