This course helps you to understand why customers respond the way they do. The power of the course is to enable you to quickly discover and relate to the customer's needs. Seeing the customer as 'right' becomes the genuine approach of a healthy, successful service representative.

Side benefits include a sales team that appreciates its members, listens accurately, and express itself clearly to its managers.

You will have increasing ability to:

• Make sales and achieve targets
• Put customers at their ease, and discover their needs
• Deal with 'difficult' customers without stressing
• Face your mystery shoppers with confidence
• Keep positive, and be genuinely helpful and friendly
• Meet retail objectives with assurance

Dealing with Conflicts and Complaints

This two-day course provides a thought-provoking and challenging experience of dealing with conflicts and complaints. It increases the ability to build efficient and enjoyable working relationships with colleagues, even in difficult circumstances.

Attending this course will give a radical new perspective on communication, building on existing strengths, challenging old habits and providing solid skills to take back to work.