Team Interactive Webcasts According to a recent survey from Bamboo HR, 76% of new employees agree that in order to get up to speed and start being a contributing employee they need on-the job training. Thirty-seven percent requested a mentor, to keep them at a company longer. Employees have spoken, and they want hands on training accompanied by a coach for them to be loyal employees! If employees don’t get the training they need it can not only affect productivity and harm sales, but can put pressure on other employees leading to morale challenges and, depending on the position, can cost as much as $35,000 per employee due to turnover.
We offer interactive webcast presentations, with up to 10 employees per webcast, for clients throughout the United States. Many businesses have a need for training yet aren’t able to have someone on staff full-time and other businesses are looking for a different voice to bring fresh concepts to the team. Cammelletti Consulting is your customized training solution offering the following topics for 60-90 minutes.
Mission Statement and Values An interactive team-building experience where all employees are involved in learning what the company mission statement and values are in detail. Team members will describe what it looks like as employees to demonstrate the mission statement and values during everyday interactions with internal and external customers. This presentation is also offered as a team-building experience where the values are built with the team.
How to Build Trust in a Distrusting World Trust is the foundation of all relationships. In our current day, we are operating from fear more than trust so when working with internal and external customers we must focus on building trust. Your employees will learn the foundations of trust, why trust is the base of all relationships, and how to make customers feel like they belong.
Building Relationships through Hospitality Designed for employees who have internal and external customer contact where it is discussed how to serve the needs of each customer. Your employees will learn about internal customers and external customers, what relationship-building looks like, and how to bring in empathy, as well as immediately connecting with anyone.
Friendly Up-selling Data shows that existing customers are likely to spend 30% more with your company. To successfully up-sell we must have trust in place and understand what is important to the customer. Your employees will learn how to build trust, understand how to find out what is important to the customer, and steps for up-selling, as well as the different form of customer elements.
Sales Lead Management and Follow up Digging into what really is a lead and how to get the information you need. Your employees will learn how and when to ask for the reservation, followed by the next steps when customers aren’t ready to commit.
Email Etiquette and Texting in a Technology World Specifically, for employees who spend a high percentage of their time selling over email. Your employees will learn how to draft a professional email and learn phrases that convey empathy. They will understand the importance of bringing in a warm tone to emails and how to build trust with the customer through email techniques, as well as relationship-building in texting communication. Closing with when it is time to pick up the phone and 15 email etiquette rules.
Is it Empathy or Compassion? Outstanding service requires a high level of compassion and empathy to work with different personality types. These are traits that don't always come naturally and should be practiced daily. Your employees will learn what compassion and empathy look and sound like, why empathizing before educating in challenging customer situations is essential, and how service providers are reacting if they are not practicing empathy and compassion.
Creating Buyers by Empowering Sales can come across as pushy when buyers aren’t listened to or empowered with options. When you empower buyers, relationship building happens along with loyal customers. Your employees will learn about strong, open-ended questions, consumer elements of value, the difference between features and benefits, as well as ways to make the customer right.
Practicing Conflict Transformation By creatively navigating the conversational landscape of differences and disagreements, we can create something new. This theory is based on creating a deeper understanding and requires perspective-taking. In turn, creating a solid connection with customers who then become loyal. Your employees will understand why dehumanizing customers during conflict is unhealthy, how to have a deeper understanding of customer issues, and why it is essential to bridge the gap between the right and left brain with emotionally charged customers.
Winning with Difficult Customers There isn’t an exact script for working with difficult customer interactions; however, there are tools that once learned, can be drawn upon to consider using in difficult customer interactions. Your employees will learn how to communicate with challenging customers, techniques for the recovery process, and how to manage the stress of challenging situations.
Overcoming Customer Challenges In the service industry there are often many guidelines. It is all about how you present those guidelines, whether it is pricing, minimum stay requirements, pet stay guidelines, etc. Your employees will learn how to strategically overcome price challenges with value building, understand the importance of giving options, react confidently with negative feedback, and steer conversations.
Self-Care in an Industry of Service The service industry can be very demanding with the work hours required as well as working with many different personality styles and always striving to please. Your employees will learn about healthy boundaries, the importance of self-love, and techniques for self-care and managing stress.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou