Towards the end of January 2017, we met with Nick Child (Operations Manager) and Allison Cooper (Area Manager) from Learn Devon to discuss training for their Area teams.
Learn Devon, working for Devon County Council, deliver Adult training courses for the communities across Devon including leisure courses, back to work courses and basic skills courses, working with disadvantaged, unemployed and vulnerable adults and offering apprenticeships.
Following a restructure in 2015, there was a desire to change the team culture and focus towards one that was more confident, positive and forward-thinking. This triggered a need for training.
Our training brief was to centre around building effective customer relationships, more specifically, it needed to address the following skills:
- Effective communication techniques (using Emotional Intelligence & NLP)
- Conversational selling
- Building rapport
- Positive language and a 'can do' approach
- Confidence and self-awareness - a focus on strengths
- Persuading and Influencing
- Overcoming objections
- Taking responsibility
- Working with others - trust and support
We put together a proposal for a three day training programme to address the above skills. With the three days spread out over the course of a month, delegates would be able to go away and implement the techniques learned, then come back and share their experiences before building on their skills further.
Following the training, Allison provided us with the following feedback:
“We recently used Crisp for leadership training for our new teams to refresh and grow their knowledge and skills. The initial meeting was really helpful, they listened to our needs and within 48 hours responded with an initial personalised course offer. It almost met our needs – we worked together and within a few days had finalised a schedule and the whole content.
All of the preparation prior to the training was excellent and gave me every confidence that the trainer would deliver exactly what we needed, we weren’t disappointed.
The 3 days were engaging and informative and we have already started to notice a difference in working environment. The skills gained were to give confidence in new team and roles.
We are rolling out some of the elements across more teams and I personally am looking forward to seeing the results.
I wouldn’t hesitate to recommend James as a trainer – he engaged with the teams, interacted with everyone on their level and made learning new skills enjoyable along with lots of laughter as the teams grew”
Here are some comments from the delegates who attended the training:
"James made it fun and I went home each evening exhausted from learning and running around! Recommended trainer"
"A big thank you to James for making the training such fun (and so memorable)"
"I feel more able to 'manage' conversations with clients"
"Lots of ideas about ways to engage with businesses, and ways in which we can sell Learn Devon and hopefully get businesses to engage with us, and to know when they are ready, and be able to "close the deal" with them"
"The training took me out of my comfort zone and broke down the different ways of communicating and the importance of actively listening"
If you are interested in discussing some tailored training for your team on 'Building Effective Customer Relationships' or a similar area, please don't hesitate to contact us via phone (01392 409 198) or email (firstname.lastname@example.org).