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Course outline

The most effective managers promote an environment of continual development and their teams are open to learning and reaching even higher standards of performance.

Part of creating this environment involves having a hands-on approach, listening to or observing customer interactions and knowing what ‘good’ practice is. This is the focus on the courses: ‘Monitoring your team’s sales interactions’ and Monitoring your team’s customer service interactions.

The next important stage for the manager is to discuss a specific customer interaction with the team member. Many managers fall at this hurdle as despite all good intentions, they succumb to excuses such as: lack of time for the discussion, fear of giving feedback or uncertainty about how to deliver it.

This course shows managers that the process can be much easier than they thought.

On this course delegates learn:

  • About the positive benefits of creating an environment of continual development for their teams
  • The process for a ‘debrief’ discussion after a customer interaction’ has been monitored
  • To understand barriers to an effective debrief discussion
  • How to create a positive, two-way discussion with each team member
  • How debrief discussions can be short and ‘conversational’
  • Ways to help team members become experts on assessing their customer interactions
  • Best practice communication skills to maintain rapport and achieve real understanding
  • Do’s and don’ts of feedback and how to create understanding from the team member
  • How to achieve clarity and commitment about the way forward, for the manager and team member

This course is for any business that wants to promote an environment of continual development. It’s relevant for any manager or team leader who is responsible for the success of a sales or service team.

To help the sales or service teams to make real changes, we recommend that managers also attend the coaching skills level 1 and coaching skills level 2 courses. These courses will take performance to an even  higher level of success.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.


+44 (0) 845 450 7025 | enquiries@virada.co.uk

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