If you can retain long term customers rather than constantly replacing them with new clients, then it can increase your profit by over 50%.

If this is a challenge for you then this course is a must for you and your staff. It doesn’t contain hours of needless video content but everything you and your team need to know to build a trusted and sustained relationship with customers from improving your listening skills to questioning techniques that enable you to get to the heart of the issue as quickly as possible. I will show you how to build empathy (not sympathy) with your customers and provide you with tools and techniques for dealing with challenging customers.

The course contains many downloadable tools and templates that you can use to support you in delivering exceptional customer service resulting in increased sales and long term relationships.

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Excellent coach who understood my sector

I went to Rob for coaching to help me decide which direction to take my business in. Rob applied a structured approach that enabled me to determine the best areas to focus on and the types of clients I should pursue. His advice was practical and easy to implement and he was a pleasure to work with. He was also an excellent sounding board when I had difficult decisions to make. I particularly valued the fact that he had previous experience in my sector. I have recommended Rob to friends and will continue to do so.

Simon Managing Director, Ink & Dots
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Valuable time out

Sometimes you need to take time out in a structured way to think about your business. It is very easy to get sucked into the day to day running and not have enough thinking time. By working with Rob, not only did we have that time, but it was structured and focused. Rob introduced us to useful models and approaches and helped us to think about how to shape the business.

ann pilkington Director
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Defining my USP

As an established independent consultant, I was starting to get a seven-year itch. I wanted a clearer idea of where I was taking my business and I was struggling to articulate a vision for myself. That's when I came to Rob. He was invaluable. He made me consider my options and explore each in detail. It quickly became apparent which I was most passionate about. From there, he helped me clarify it in a meaningful way - so it would motivate my target market, and so it would be profitable. My new proposition has been a huge success and has led to fascinating new work with new clients. Rob has been a big part of making this happen.

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A gifted coach with practical experience

I worked with Rob to help with the direction, structure and development of my communications agency. Rob helped me to define exactly what I wanted from the agency and how I wanted it to evolve. He helped me to focus in on the actual issues I was experiencing rather than my perception of the issues. Rob helped me to develop a strategy to overcome these issues and put a plan in place to build the agency in a way that i wanted to work, rather than focus on what was expected of an agency. Since working with Rob I've managed to implement the majority of the steps that he recommended and i now have a structure and process that not only works for me and my family, but has helped me to bring in a team to suit that way of working and clients that appreciate our strengths. I'm also much better at turning work down and focusing on clients that fit our ethos. This is not a natural process for an agency owner, but it is hugely beneficial for both team satisfaction and turnover. I recommend Rob highly, he understands how agencies work through his own experience and he bases his consultancy on what works for the person as well as the business.

Lloyd Gofton Managing Director

Class Curriculum

Introduction

Understanding your customers

Connecting with your customer - providing the appropriate levels of service

Questioning skills

Dealing with difficult customers

Giving difficult feedback

Listening skills

Wrap up and next steps

Frequently Asked

When does the course start and finish?

The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.

How long do I have access to the course?

How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.

What if I am unhappy with the course?

We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.

Are we a good fit to work together?

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