Speaking
Download this PDF to help you to manage and defuse situations with difficult customers.
The Secret Salesforce © comprises of a number of topics, the most popular of which are listed below. For all of the topics there are three main delivery types all of which can be done in person, virtual/online or a hybrid of both.
- Keynote style Presentations or break-out sessions at conferences, away days and retreats
- Masterclasses (single-run courses – including lunch & learns)
- Training engagements (multi-session programmes running weeks or months with a mix of presentations, masterclasses and coaching)
In addition to the topics above Steve is able to run speech and performance coaching or specific bespoke masterclasses on Communication, presentation skills or sales through service.
The Secret Salesforce ©
In today’s competitive marketplace the customer experience is the current playing field. Customer loyalty has to be earned on a daily basis. Service is no longer the back door to sales. It is now the route to sales and every interaction leads to the customer experience and retention, the human interaction having the greatest impact on the experience.
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This course is designed for managers, customer facing, back-office staff and telephone teams who wish to improve the customer experience
This talk is designed to help you:
- Develop brand ambassadors who drive the business forwards and contribute to profit
- Develop a customer focused ethos designed to drive engagement, reduce churn and win more business
- Create a 5-star service-related culture to maximise the customer experience
- Retain both customers and staff
- Create a motivated and engaged workforce
I have worked with Steve in a major corporate organisation where he designed, tested and delivered a customer relationship course to the majority of the Customer Engineer workforce for which I was responsible.
Over the period of a year delivering the course we received excellent feedback from the engineers attending the course and their managers who saw a demonstrable difference in their approach to managing customers and situations.
There was a subsequent marked decrease in customer complaints, and a perceived increase in team-work between sales and service, resulting in an excellent year for sales. It was a pleasure to be a part of the Project team working with Steve. He was very committed to delivering an exceptional course and focused on the end result.
Moments of truth – Enhance the Customer Experience
Every interaction a customer has with your company is a moment of truth and creates an emotion that leads to the customer experience. There are many considerations when it comes to the customer experience, but the greatest impact is that between your people and the customer, the human interaction. How your company and your people focus on the customer will reflect on retention and hence profit.
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Customers will remember exceptional good or bad emotional experiences. Average or just good enough is not remembered 2 or 3 years later when it comes to renewal of services, or end of life products. Good service is expected and taken for granted. Customers will vote with their feet.
Most companies believe they are customer focused, yet many of their customers will not reflect this view. This speech will look at how to be customer focused, how to deliver that exceptional experience and how to develop your people.
Steve has a depth of experience and knowledge around sales, service, marketing, and presentation skills, that both encourages and develops people. With his natural training and coaching style, he builds confidence, creates ideas, and empowers others to take action and obtain results.
Managing Difficult Customers
In every organisation, big or small, we sometimes have difficult customers, difficult people or awkward conversations to deal with. If the conversation is not dealt with in an empathic manner or if we take an aggressive approach it will only get worse and may lead to outright conflict. We may destroy the relationship, lose a customer or friend and have poor reviews.
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In this inter-active talk Steve will provide a simple process that will handle most common difficult situations, maintain relationships and prevent conflict, whether that be for customers or for internal colleagues, thus aiding profit.
Awesome! He gave us a set of techniques and tips which can be applied in every situation. Then got us to try them, after each person actively coaching us on how we can improve and develop. I thoroughly recommend this talk.
Handling Tough Customer Questions
The ability to handle tough questions or unexpected situations is an important aspect of sales, service and leadership. How you or your team respond affects the company brand, the standing with customers, shareholders and the board, whether that response be in a meeting, a one-to-one conversation, or after delivering a sales presentation.
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This talk will help you learn how to:
- Develop techniques to respond, not re-act and handle those awkward questions
- Have a toolkit of structures that will help you think on your feet and demonstrate your expertise
- Gain confidence and demonstrate certainty in handling challenging questions and situations
- Articulate a structured reply in any situation
- Gain credos and improve your personal brand when facing those difficult questions
- Create an impromptu presentation when needed
I recently had the pleasure of attending Steve’s masterclass on Handling Really Tough Questions. He had a clear focus on the participants’ needs and therefore was able to deliver a good amount of theory as well as allowing for people to put that theory into practice. The takeaways were clear and I’m sure all participants are now able to be more effective when dealt a tough question.
Powerful Presence – Making a Great First Impression
What is it about some people who as soon as they walk in a room everyone immediately takes notice of them? Customers look for certainty and authority and expertise in their providers.
Developing a powerful presence, gravitas and charisma adds authority and is an essential trait displayed by executives, leaders and all customer facing people. Whether delivering a sales presentation or in meetings, you want to display that air of authority and certainty, so the audience or customers immediately take note and trust you.
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In this talk, using his 7P model, Steve will show you how to make an impact and command attention. He will show you how to command the stage when speaking, command the room when in a meeting and how to develop gravitas, presence and charisma in any meeting which will enhance your brand.
We recently hired Steve to deliver presentation skills training to several members of our organisation, including the MD, sales and marketing teams, each with different requirements, in preparation for presenting at several different situations and business events. It was adapted for the needs of all of us.
The programme was very well structured, and incorporated how to plan, structure and deliver an engaging presentation, with confidence and authority in any situation and handling nerves. There was plenty of practice, and I particularly liked the focus on how to construct the script, handling questions and developing a powerful and engaging presence.
I have since presented confidently and successfully at several business events. I highly recommend Steve as a presentation trainer / coach.
In addition to the topics above Steve is able to run speech and performance coaching or specific bespoke masterclasses on Communication, presentation skills or sales through service.