About
Download this PDF to help you to manage and defuse situations with difficult customers.
About You
If you appreciate the importance of clear, honest communication, delivering an engaging customer experience that drives engagement, retains customers and ensures everyone is responsible for bringing in profit, developing yourself and your teams and presenting persuasively, then you’re exactly the type of person who I work with.
Some of the areas you may want to improve are
- To reduce the churn rate of your customer base
- To win sales through service and the customer experience
- The ability to handle tough Q&A in any situation
- Managing challenging customers
- The ability to deliver a powerful persuasive speech
Whether you represent a global corporation, a brand or simply yourself, you need to know that I can help you.
Steve recently delivered a workshop to one of my CEO mastermind groups, on Advocates Everywhere, based on his Secret Salesforce programme.
The discussions and activities around every inter-action being a moment of truth, plus the concept of ambassadors, neutrals and saboteurs in every organisation, and how to recognise them and develop ambassadors to enhance the customer experience, was highly appreciated by the group.
Steve’s humour and personal anecdotes added to the workshop. Every CEO needs to understand how to leverage the power of the Secret Sales Force!
What We do
We unleash hidden resources to create brand ambassadors for your company who understand the company vision, represent the core values, are interested in the success of the company and contribute to the profit of the company.
We empower you, your team members and managers to excel in developing high impact communication skills, persuasive presentation skills and provide an exceptional customer experience in order to retain your customers.
We believe that learning experiences should be engaging, enjoyable and experiential, utilising all senses to allow for different preferences.
Revenues had really badly dropped after our team had been pulled apart by the negative actions of 2 employees who are no longer with us. Everyone had been infected with the ‘it’s not my job’ attitude. Steve worked with us through our problems and rebuilt the team by concentrating on what is important.
Focusing on our core values, communication skills, relationships, and sales awareness, we now have a cohesive TEAM that work together. We are all now happy and dare I say it … excited to come in to work; there is an air of positivity and togetherness and our patients feel it too. We are working cohesively as a TEAM and can all see our Revenues are rising.
Thank you Steve for helping us to work towards our potential and increase our revenues. We look forward to even better things while working with you.
About Steve
I am the founder of The Secret Salesforce Programme and equip businesses to develop a team of Brand Ambassadors in order to drive engagement, reduce churn and contribute to profit.
I have been at the front line of customer service for over 25 years, mostly with technology companies. My award- winning customer service programme at IBM, contributed to a substantial increase in sales, customer satisfaction scores and a record high employee morale.
I speak, coach and run masterclasses to business leaders, organisations and SME’s on winning sales through service, managing difficult customers and high impact presentations.
I show managers and leaders how to develop, convert and sustain their teams as Brand Ambassadors, whether that service is delivered to customers virtually, face to face or hybrid.
I am a member of The Professional Speaking Association, (past President for the Thames Valley Region in Reading 2016-2017), a Distinguished Toastmaster for Toastmasters International and oh yes, a clinical hypno-therapist and NLP trainer.
Some trivia about me
- I joined the Army (REME) as a boy soldier aged 16 and studied electronic engineering
- I’ve been customer service engineer, a site manager, an account manager, a speaker, trainer and coach
- Socially, I love Rock’n’Roll and swing music, and can frequently be seen Jiving at various retro gigs.
- I have run 3 Reading half marathons, raising over £1500 for cancer research
- I held the Middlesex schools under 15 quarter mile record for 10 years
- I enjoy a single malt whisky on occasion
- And lastly, I took time out when first in my 50s, to backpack alone in SE Asia. My catchphrase is “Gap years are far too good for Kids!” This may be one of the future talks!
Steve is a terrific presenter and trainer. Many people who I see in the role of teacher (trainer) you know instantly all they really care about is delivering the content and getting reasonably good scores. With Steve, it’s different.
Steve really cares about his audience (delegates), prepares his content so that it’s a) comprehensive, b) easy to learn, absorb and remember, and c) a pleasurable learning experience where your involvement as a delegate is both fun and beneficial long term. He also listens when people want to ask questions and responds sympathetically and with the wisdom you only get from someone who has learned their trade properly and crafted their workshops to perfection.