Coaching and Training Programmes
Mayer Consultants are renowned for their
innovative and effective Training and Programme Facilitation
Our referral and repeat business is a testament of this
Mayer Consultants will write training programmes specifically tailored to the needs of your organisation. We will also provide facilitation of these programmes and/or we can train your in-house trainer.
Some examples of areas covered in our Programmes are:
One on One Coaching
Management Training
Telephone Sales Inbound
Telephone Sales Outbound
Telephone Account Management
Customer Service by Telephone
Telephone Debt Collection
Help Desk
One on One Coaching
Training is only one part of the equation in upskilling and developing Call Centre and Telemarketing staff, regular ongoing coaching is essential to ensure the success of any training program.
Regular one on one coaching ensures continuous improvement. Mayer Consultants are able to provide both ongoing 'one on one' coaching and training for both staff and management.
Management Training
Train the Team Coach
Regular coaching is essential to ensure the success of any training program.
- Trainers can guarantee skill, but they can’t guarantee on-the-job performance.
- Only managers (supervisors) can be held accountable for on-the-job performance “Mager and Pipe”
On-going coaching is essential to ensure continuous improvement.
Mayer Consultants are able to provide training and 'one on one' coaching
to upskill your team coaches.
Train the Team Leader
This course can be tailored to focus on the areas required by your Team Leader, ensuring that your Contact Centre staff members are gaining the knowledge and resources they need to succeed. Mayer Consultants have in-depth experience of the Contact Centre environment and a unique understanding of the challenges faced by Contact Centre managers and team leaders.
Train the Trainer
When you need to train your trainer in the skills of facilitating a training programme, and delivering training effectively, we are widely experienced and knowledgeable and are able to help.
Telephone Sales Inbound
Many organisations take incoming calls where the caller wishes to enquire about a product or even place an order, and many of the people taking those calls could do more to maximise the opportunity.
We are able to help your staff maximise each inbound enquiry or order by changing the way they handle these opportunities.
Telephone Sales Outbound
Outbound Telemarketing and Telesales is often considered to be simply making the call!! However unproductive calls cost time and money for both your company and your customer. Effective telephone sales is more than just the theory of selling - Telephone Sales incorporates not just the structure of a sales call but also communication, interpersonal skills, knowledge and timing. Mayer Consultants are widely experienced in teaching and developing these skills.
Telephone Account Management
Using telephone account management to ensure that your customers remain your customers is a highly cost effective way for your company to increase sales and turnover.
All too often the 20% of customers who bring in 80% of the business are left to fend for themselves. Handled effectively, Telephone Account Management can dramatically increase your business.
Building a relationship over time has always been the right way to retain current customers and maximise new business opportunities.
Customer Service By Telephone
Excellent Customer Service should be plain “common sense”
Unfortunately common sense is not that common, and in most cases we need to learn how to provide service that lives up to, and exceeds customer expectations.
Customers remember the “moments of truth” they experience. By promoting all round excellent customer service and awesome telephone abilities, Mayer Consultants work with your staff to ensure that your customers keep coming back.
Telephone Debt Collection
The longer it takes to collect a debt, the more the value of money depreciates. It’s also been proven that the longer the collection effort drags on the more it costs to collect, and the less likely it is that the money will be collected successfully. Collecting debts by telephone is the most cost effective method of ensuring good cash flow.
Help Desk
Ensuring that your help desk staff provide accurate and timely assistance is essential to the success of your business.
Mayer Consultants will facilitate a higher level of understanding of the vital communication skills necessary to effectively answer your customers, calls and queries.
