Dynamic Customer Service

  • Hiring for Customer Service Excellence

Consultative Selling

Persuasive Presentations

  • Storytelling

Anti-Sexual Harassment Training

 

Creating positive customer experiences begins with the internal component.

We help your organization achieve your goals by helping your employees move more rapidly toward theirs. At Shields Mas Learning Resources, we are passionate about people. We believe that if your employees have pride in their work, are equipped with the tools they need to successfully fulfill their roles, and feel that they are truly making a difference with the products and services they provide, they will be outstanding advocates for your organization.

Making the right hiring decisions, and creating positive experiences for your employees, will result in positive experiences for your customers. A motivated workforce helps increase revenues and bottom-line profitability, reduces absenteeism and turnover, and promotes a happier and healthier workforce. It's a win-win solution.

 

WHAT ARE YOUR CUSTOMERS' PAIN POINTS?

HERE'S HOW WE CAN HELP YOUR TEAM DISCOVER & RESOLVE THEM:
 

 

DYNAMIC customer SERVICE - for customer service representatives, managers and supervisors

We believe that there's a psychology to customer service.  Exceptional service derives from hiring the right people, reinforcing their value to the organization and customers they serve. Just as each individual is different, each team, department, unit or function also has different organizational needs and wants. We also understand that the daily responsibilities of managing and supervising can leave very little time for the "people" component.  That's where we come in.  We work with your organization's team to more effectively manage your customers so that they can continue to increase your customer base, increase sales, and increase customer satisfaction. 

Consultative selling - The competitive edge

In today's very competitive market every employee - and especially those in sales - has a responsibility to be knowledgeable about their products and services, and how those products and services will contribute to customers' short and long term goals. Our focus is to create a competitive edge by working with sales executives to build their client base, stay motivated and use the tools and psychology of consultative selling.  We will help you establish a personal connection with others, learn how to show genuine empathy and respect, and demonstrate a process of fact-finding that uncovers a customer's real needs and solutions.

persuasive presentations & Business Storytelling

We all communicate.  Every single day.  At lightening speed, we talk, write, type, chat, and text.  And no matter if that communication is in person, the phone, or digitally orchestrated, we are constantly presenting our ideas, products, services, and ourselves to the world.  Sometimes we present formally -- such as at a client pitch or in a presentation to our managers.  Sometimes we present informally -- such as brainstorming at a weekly team meeting.  But no matter what the context, our success is directly correlated to how well we can inform, persuade, and motivate others in a call to action.  "Closing the deal" has never become so complicated in our digitized world, and the good news is that by perfecting your own presentation skills, you can increase the likelihood of reaching your goals.

 
 

SWOT ANALYSIS

strengths, WEAKNESSES, OPPORTUNITIES, THREATS.

"The improvement of understanding is for two ends: first, our own increase of knowledge; secondly, to enable us to deliver that knowledge to others."

John Locke
 

 

SWOT

SMLR’s SWOT analysis provides a framework for identifying the organization's and employees’ goals, analyzing an organization's strengths and weaknesses, and the opportunities and threats that it faces. This realistic and rigorous analysis provides an understanding of the competition resulting in insights that will enable an organization to develop a coherent and successful competitive position in the marketplace.

 
 

DYNAMIC CUSTOMER SERVICE

WE believe that customers come first.  customers include your clients, your online networks, and your employees. the key is how to keep your internal and external audiences continuously engaged. 

 

Dynamic Customer Service

Dynamic Customer Servicr provides the motivation that inspires excellence in customer service (in-person and on the telephone). By helping your team understand and manage their attitudes and interpersonal skills, it motivates them to give outstanding customer service, as well as sell additional products and services. Course content includes: 

  • Recognize the impact that effective communications, personal accountability, knowledge, and personal demeanor have on customers and career;
  • Identify and apply the Four-Step Customer CARE Process for managing customers and providing outstanding service;
  • Effectively cross-sell products and services;
  • Apply techniques on how to not take it personally when handling challenging customers, and to do so with less stress and more confidence.
 
 

MANAGING DYNAMIC CUSTOMER SERVICE

DYNAMIC customer SERVICE extends beyond the tactical components of customer service.  only when your entire team of managers and supervisors are thoroughly trained, provided with ongoing support, and encouraged to empower their teams, will you see marked improvements in revenue, employee morale, and bottom line profitability. 

 

Managing Dynamic Customer Service

Managing Dynamic Customer Service workshops provide managers and supervisors with skills, knowledge, and attitudinal awareness that will enable them to reinforce critical customer service concepts. It will enhance their ability to manage stress, improve customer service satisfaction, and take advantage of revenue-generating opportunities. Course content includes:

  • Assessing your team’s customer service effectiveness;
  • Managing and applying the Four-Step Customer CARE Process for outstanding customer service;
  • Managing your team’s cross-selling capabilities; 
  • Assessing your current effectiveness as a coach.
 
 

CONSULTATIVE SELLING

It's all about how you stand out and what you stand for.  Differentiate yourself from your competition.

 

Consultative Selling

Consultative Selling provides the selling skills and attitudinal awareness needed for your team to differentiate itself from your competitors. Course content includes:

  • Applying a unique contact process that gains attention;
  • Ensuring you are selling to the right decision-maker; 
  • Identifying the real needs of the prospect; 
  • Presenting solutions that motivate the buyer to buy;
  • Handling questions and comments in a way that gains buyer confidence; 
  • Closing the sale for commitment to action.
 
 

PERSUASIVE PRESENTATIONS

NO MATTER WHAT YOUR ROLE, YOU PRESENT YOURSELF TO Your stakeholders EVERY DAY. YOU PERSUADE, TEACH, INFORM, CONVINCE, and NEGOTIATE ON BEHALF OF YOUR TEAM, YOUR COMPANY, YOUR COLLEAGUES, AND YOURSELF. ARE YOU PUTTING THE BEST VERSION OF YOURSELF OUT THERE?

 

Persuasive Presentations

On a daily basis, you are selling yourself -- you just may not know it.  How successful you are presening yourself to your stakeholders -- clients, fellow employees, your team, your superiors, potential customers, vendors, and those you most want to impress -- largely depends upon how well you sell yourself.  Do you have what it takes to make a positive, lasting impression?  By working with us, you can learn how to:

  • Clearly articulate your objective and goals;
  • Demonstrate authentic passion and enthusiasm;
  • Capture attention:  Get people to listen to you, your ideas, and your purpose;
  • Become more self confident in yourself;
  • Master the careful balance between non-verbal and verbal communication;
  • Create calls to action that result in "yes."
 
 

We Want To Hear From You

Interested in learning how you can help your team, organization, or company achieve excellence?  We want to hear from you.  Contact us to have a team member be in touch.