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Training
Wholesalershere, wholesalers there, wholesalersseemingly everywhere! So, what makes you so different?
Nothing sets you apart from your competition as much as your people and your service; it can give you a differential that can’t be copied and help to really grow your business.
A
ſter much anticipation, we kicked off our ‘Customer Service Excellence’ learning and development
programme, which has been designed solely for customer facing staff in Electrical Wholesalers. Sales and Management Trainer, Lucie Anslow, drew on her previous experience of working for a national wholesaler to create an open, honest and fun atmosphere and delivered some great learning that was totally relevant to the ladies and gents in attendance. This week saw the jumpstart of our ‘Customer
Service Excellence’ Programme’ which consists of a suite of three open workshops designed to enable delegates to take the service they personally provide to their customers to a whole new level. Held regionally across the country the programme has been designed and structured to specifically enable any electrical wholesalers who are passionate about developing their people and service the opportunity to do so, irrelevant of size. “The first of our suite of three workshops –
‘Excelling at Customer Service’ was an absolute delight to run. We had delegates from a diverse range of wholesalers and all with varying levels of experience.” Lucie continues “The day started with getting to
know each other and discussing their personal expectations and experiences of service as a customer. This was turned around to focus on their own branch and customers, identifying all aspects of the service offered and how they could personally work to not only satisfy their customers’ needs and wants but ultimately exceed them.”
impression, selling add-ons, selling up, building rapport and relationships and merchandising a counter, to name but a few.
Testimonials “I wanted to say thanks for an amazing day
Lucie explained further “We incorporated a number of different techniques to make the day interactive and fun using working groups, creative thinking, meaningful games and individual workbook activities, this maximises not only learning but also retention of learning.” “I am really excited about running and working with all of these guys again and any new delegates who would like to take part.”
The day covered a variety of key subjects including ●Identifying service levels & expectations ●Greeting all customers professionally ●Simple questioning and listening skills ●The importance of stock availability and how you can influence it
●Eliminating errors through the ‘right 1st time every time’ approach
●The importance of using a daybook & to-do list ●Making and keeping realistic promises ●The key skills and attributes of a ‘customer service champion’.
Each of the modules is a stand-alone workshop,
so any delegate can join at any point in the programme, regardless of their experience they will benefit from that particular subject matter. From the fantastic feedback it is safe to say that all delegates found Excelling at Customer Service extremely productive and enjoyable, leaving all those involved hungry for Part 2- ‘Creating Impact in Your Branch’ in June. The next workshop will start to explore how
service and sales go hand in hand covering some great key skills such as creating a great 1st
ewnews.co.uk April 2019 electrical wholesaler | 21
Like what you’ve read? If you are interested in one or more of your
team joining in the next workshop in June, please call or email a member of our team for a no obligations discussion. You can obtain a free copy of the agenda
overview for the next workshop or discuss your team’s learning & development requirements in more detail by phone or email. Spaces are limited, so drop us a line today.
01952 462300
training@pinnaclesolutions.net
pinnaclesolutions.net/training-services
yesterday! I feel I have gained so much out of the course and I am already using tips in my daily routine.” Jack – Electrical Wholesaler, Bradford “The workshop helped me come up with ideas and solutions to everyday problems that I wasn’t already aware of. The day was clear and understandable and taught me the importance of customer expectations and why going the ‘extra mile’ is significant.” Ben – Electrical Wholesaler, Gloucestershire
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