Customer Service Training, Sales, Presentation and Management 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 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

Phone 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.

Customer Service Training, Sales, Presentation and Management Training