• Dynamic Customer Service
Hiring for Customer Service Excellence
• Consultative Selling
• Persuasive Presentations
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.
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.
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.
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.
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 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:
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:
Consultative Selling provides the selling skills and attitudinal awareness needed for your team to differentiate itself from your competitors. Course content includes:
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:
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.