Tailor made, effective training
Ensuring adoption and lasting results

The first part of any Sound Marketing Training programme is to get to know you. Our approach is all about forming close partnerships with our clients. By getting to know you, we can design tailor-made, effective training courses that help you reach your goals. Working with you we will identify your customers’ needs and help you to understand their expectations. Then, we will look at your ability to deliver these within your current organisation and assess what skills might need enhancing so that you can exceed your customers’ expectations. We don’t just turn up, deliver training, leave and send you an invoice. Instead, we offer a comprehensive programme which includes learning about what matters to you and your customers. We craft a course especially for you and we provide post-course support tools to measure the effectiveness of our training and to reinforce learning.

Core Skills Training for Effortless Customer Service

Sound Marketing has developed Core Skills training for some of the most well-known companies and organisations in the UK. This training was conceptualised out of a huge body of research which aimed to fully understand customers’ expectations in service and after-sales support. The research and resultant training explores and explains the mind-set of the customer. Our core skills training course actively promotes a better understanding of the customers’ point of view to your staff and equips them with specific skills to ensure they remain calm, respectful and consistent with your customers.

The learning outcomes of the course include

  • Insight into building better relationships with your customers.
  • Achieving an early understanding of your customer needs by asking the right questions.
  • The ability to Use "Positive Language"
  • Providing clear and concise information that directly relates to your customers’ needs
  • Listening skills – your customers want to “feel” understood not just be heard
  • Offering alternatives when you don’t have what your customer needs.

And for when things go wrong:

  • An empathetic response where something has negatively impacted your customer.
  • Summarising skills and agreeing a plan with your customer.
  • Inspiring customer confidence from first contact.
  • Managing your customer expectations.
  • The ability to advocate for your customer within your business.
  • Honouring promises and monitoring progress.
  • “Signing off” to ensure Customer satisfaction.