direct impact = management topics relevant for success
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CRM for Service & Sales
"Only those who, through reflection, arrive at a new way of thinking, can also re-think". (Peter Hahne)
Facts that speak for themselves
- Winning new customers is more expensive than promoting loyalty among established customers.
- Negative word-of-mouth gets around a lot quicker than positive.
- Only 4 % of all dissatisfied customers remain loyal to their supplier.
- 80 % of all customers whose problems were solved satisfactory purchase products from that supplier again.
- Sales departments can more effectively manage customer relationships through CRM.
For all who have direct customer contact - on the phone, in written form or in-person – we offer analysis and consultancy as well as conception and execution of communication and behavioral trainings for the following topics:
- Effective and customer-oriented telephone communication
- Professional service and complaint management
- Personalized customer contact for field sales force members
- Active dunning and collection by telephone
- Sales by telephone
- Communication of the third kind: modern contact in business correspondence and in e-mails
- Stress management in customer interaction
- Time/self management and work organization
- Effectively taking some of the load off the boss’ shoulders
- Convincing rhetoric during daily business
- Personal development: "Building personal strength as a self-developer"
- Convincing presentations - impressive self-portrayal in in-person customer contact
- Fascinating presentation and moderation
- Training to become a communication coach
- Training to become a CRM trainer: Train-the-trainer
Effective measures also include coaching your managers and employees in services and sales.