The Secret Salesforce
Unlocking Hidden Resources
Steve is a leading strategist on sales through service and the customer experience through human interaction. His approach is to develop Brand Ambassadors who create memorable moments of truth and a warm emotional experience when they interact with customers and prospects alike leading to retention.
The customer experience is your one competitive advantage over which you have total control. Customer service and the customer experience are no longer the back door to sales or nice to haves. They are now an essential route to sales. Through their interactions with customers and prospects, all departments, not just sales, can effectively contribute to profit.
Working with companies and business leaders to reduce churn, drive engagement and win more business by developing Brand Ambassadors who focus on the customer, communicate effectively and create memorable customer experiences, Steve helps you unleash your hidden resources to develop your own Secret Salesforce © who focus on sales through service and contribute to profit without any additional cost.
Download this PDF with a simple model which will help you to manage and defuse situations with difficult customers
Steve organised a Customer Care workshop specifically for the technical specialists in my team, which I also attended. The workshop was particularly well received. Steve ensured that it focussed the specialist on the people relationship aspects of their role, with lots of easy/fun exercises to make the ideas real and memorable.
The Secret Salesforce ©
There are three main delivery types all of which can be done in person, virtual/online or via a hybrid of both:
Keynote Presentations
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Masterclasses
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Training Engagements
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Steve provided some outstanding training for a large variety of teams in IBM. From sales training, presentation skills through to training engineers in soft skills. His vast range of skills in NLP and presenting make him an ideal instructor. Steve also has a very engaging style which works very well in the classroom.
I would be happy recommending Steve to add value to any organisation.
The Secret Salesforce © comprises a number of topics, the most popular of which are listed below:
The Secret Salesforce
Moments of truth – Enhance the Customer Experience
Managing Difficult Customers
Handling Tough Customer Questions
Keynote Presentations
These include short presentations (such as 20 minutes with Q&A) up to standard 45 or 60 minute presentations, with or without delegate interaction. They could be part of a conference, away day or retreat or in a company meeting. They can also work as break-out sessions in a conference. These have a single core message at the heart of the premise.
Masterclasses
These are single event courses including lunch and learns, half and full day or two-day events. They can be standard courses or bespoke versions depending on the customer’s needs.
In addition to the “Secret Salesforce©” solutions, Steve runs speech coaching and specific bespoke masterclasses on specific communication skills including presentation skills.
Training Engagements
Training engagements typically build on Keynote presentations or single masterclasses. These can be a number of bespoke events including follow up and often for several departments. These multi-event programmes can run for several months with a mix of delivery styles including further presentations, workshops, and coaching (team and individual).
I’ve known Steve for a number of years and, despite training and delivering conference speeches internationally for over three decades, I have used Steve to coach me in speaking and presentation skills. He really is the High Impact Communicator. He explains clearly why being able to speak and present well are critically important, and then equips people with the knowledge, structures, skills and memory aids to excel. He creates that essential certainty that you can really do it!
Watch Steve Catchick’s Showreel below: