Customer Care Skills – Client Facing Teams

The airline wanted the relationships it was building with its customers to be as effective as possible, and to ensure that it was providing a high level of service throughout the whole customer contact process. Strong customer service has also been found to be important for compliance with current regulations.

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Airline IndustryRoss Taylor
Customer Service Skills – Contact Centre

The Customer Management Centre of 400 people at a major financial services company spent an average of 12,500 man-days a year handling calls and yet, there was no continuous provision for the training and on-going coaching of Team Managers and Agents in respect of call handling. Cybèle was therefore given the formidable task of devising and implementing a call handling skills programme that would equip the Customer Management Centre with the necessary skills required to provide “customer service excellence”.

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Management Development Programme

The brief was to train and provide follow up support for 30 Field Sales Managers, who had previously received little or no management training. The objective was to create open, honest and strong leaders, who achieved results through their team.

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UtilitiesRoss Taylor
Client Focus Programme

Cybèle was engaged by this high end Retail Store to develop and refine understanding and skill in how to create appropriate impact over the telephone and face to face with their voice, body language and written communication through style and language, so they are able to confidently communicate the right message to all customers the team have contact with. The company wanted to improve the standard of client care and focus provided by each team member.

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RetailRoss Taylor
Outbound Telephone Sales

The outbound team needed to re-focus their current attention when talking to customers to identify how to engage customers in a two-way conversation and identify key “hooks” that could be explored in future calls. They also needed to be skilled with the right questions to generate productive responses from customers ahead of selling in the main features, advantages and benefits of the product. Cancellation rates and customer complaints were high and conversion rates are low.

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Leading Hotel Chain – Sales Managers

We carried out a diagnostic for a major hotel chain and established: where enhancements could be made to the current sales ability, how upsell and cross sell opportunities could be taken advantage of, how to use more creative methods to engage wider business population, a more effective lead planning process to increase time effectiveness when selling, which sales methods to use to remain ‘on brand’ and a more advanced style of communicating with customers to increase overall spend.

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