The Secret to Client Retention and

Excellent Customer Service 

Goals/Benefits:             After this Workshop, your team will understand and be able to deliver exceptional Customer Service. They will recognise the importance of their daily behaviour in achieving client Retention. They will be competent in giving guests the needed recognition and feeling of importance. The Team will learn to build long term relationships with clients ensuring they stay with your business.

Background:                 Success and Profit are not dependent on Sales alone. Client Retention is the most critical factor for long-term success. It costs five times as much to aquire a new guest as compared to retaining an existing client. The more your team understand and act on this knowledge, the better your results will be.

Who should attend:       All team members that work directly with guests:

  Sales, Reception, Housekeeping, F&B, Childcare and Administration.

 Foundation Seminar: This Workshop forms the basis of other F&Co seminars:

                                      Client Sales - Level 1&2, Telephone Sales and Service.

                                      We strongly recommend this course to every  manager or team leader. Attendance will ensure that she/he knows what the team members have learnt and that everyone in the organisation “speaks the same language”

Content:                        Participants will learn the importance and methodology of excellent customer service and relationship building. They will learn to understand customers “needs” and how to deliver over and above what customers expect. Participants will understand what Service really means and will be able to reproduce this on a daily basis in all areas of the business.

-               Why do clients leave and not come back?

-               The most common mistakes in service

-               Understanding the psychology of service

-               Developing excellent communication skills

-               Checklists for Sales, Reception, Bar,

-               Practical Exercises / Role Playing / Examples

-               Summary and Action Plan

-               Seminar Feedback / Discussion

Duration:                       1 day

Documentation:             Each attendee will receive a comprehensive Workbook

Registration:                  Please email your enquiry to:  gfeickert@gmail.com

Goals / Benefits:                 In this Workshop, participants will learn and be able to employ effective sales and motivational strategies on the telephone. They will be able to influence callers and lead them to act. Through practical exercises and role-playing, they will be able to use what they have learned immediately. Participants will be able to guide prospects to new sales and keep existing clients motivated and content.

Background:                       Every phone caller could be a prospective client. The organisation's “telephone manner” leaves a lasting first impression and is more influential than any promotion or advertising.

Who should attend:            All Team members that have Telephone contact with guests and Prospects. We recommend that Management also attend this workshop so that everyone is aware of what has been learned. This will permit  a uniform and professional Telephone manner in the organisation.

Content:                             Participants will learn how to lead a Telephone conversation and to steer callers toward specific goals. This includes converting callers into prospects and making sales appointments. Participants will also learn  to call and re-activate  “lazy“ clients where there is a danger the relationship may be lost.

Introduction to „Passive“ Telephone-marketing

-       Goals

-       The Price Question

-       Leading the conversation

-    Making Appointments

-       Practical exercises / Role-playing

-       Organisation

Introduction to „Active“ Telephone-marketing

-       Motivational strategies

-       Preparation

-       Re-activation calls

-       Practical exercises/ Role-playing

-       Success rate and Organisation

Duration:                            1 Day

Documentation:             Each attendee will receive a comprehensive Workbook

Registration:                  Please email your enquiry to:  gfeickert@gmail.com

How to Sell Services

Goals/Benefits:                   After completing this Workshop, participants will be able to conduct effective Sales Interviews,  Tours and  trials. They will be aware of the absolute importance of “closing” the sale and how important every "prospect" is for the success of the organisation.

Background:                      The success and growth of an organisation depend on effective sales.  Understanding and managing the process from 1st contact to "closing" the sale is paramount.

Who should attend:            All Team members  involved in selling, conducting tours or advising prospective guests. We recommend that Management also attend. This will ensure that everyone understands the Sales system and methods clearly.

Content:                            This workshop builds from basic skills learned in F&P’s "Customer Service" Workshop. It is focussed on the System and Methodology of guest sales. Participants will learn how to successfully conduct a Sales interview, a  Tour and also learn a simple „low-pressure“ sales Strategy.

                                           Review of  Retention Workshop and Skills

Various Sales methods

The Tour

                                           The Sales Interview ( 4 Phases )

The Greeting

Needs Analysis

                                          The Offer

Closing

Practical exercises / Role-playing

Duration:                          1 Day

Documentation:                Each attendee will receive a comprehensive Workbook

Registration:                    Please email your enquiry to:  gfeickert@gmail.com

( Level 1) 

Goals/Benefits:                After completing this Workshop, participants will be able to  effectively control costs on a construction site. They will be aware of the absolute importance of  planning and “monitoring" the site for opportunities to save time and money and manpower.

Background:                     Cost escalation on a construction site is a major headache to construction project managers. Many site supervisors are not aware of the cost saving potential on a site. Simple planning and the ability to recognise risks and opportunities can result in a major improvement to the sites profit margin.

Who should attend:          All team members  involved in site supervision.  We recommend that the design and procurement teams are also represented. This will ensure that everyone in the organisation understands the site cost management system and methods clearly.

Content:                            This workshop builds from basic skills learned in F&P’s "Member Retention" Workshop. It is focussed on the System and Methodology of membership sales. Participants will learn how to successfully conduct a Sales interview, a Club Tour and also learn a simple „low-pressure“ sales Strategy.

·       Quality work vs. Cost of Re-work

·       Site Safety and LTI’s

·       Planning plant hirage and timely returns

·       Effective use of Manpower and Supervision

·       Site Budgets and simple financial - Key Performance Indicators

·       Planned Purchasing

·       Teamwork and risk identification

·       Working with Murphy’s Law

·       Basic Project Management

The seminar/training can be aimed at different audiences and skill levels:

Project managers

Site managers

Supervisors etc..

Duration:                          1 Day

Documentation:                Each attendee will receive a comprehensive Workbook

Registration:                    Please email your enquiry to:  gfeickert@gmail.com

Conflict Management Workshop

How to rescue a customer

Goals/Benefits:                   After completing this Workshop, participants will be able to effectively manage a conflict situation with customers.

Background:                      Levels of aggression, frustration, impatience and hostility are rising in our western societies. Stress caused by overburdened lifestyles is on the increase. All Frontline staff will need to be able to cope with upset clients. Regardless of who may be at fault, it is important for the organisation that team members handle conflict in an effective manner. By saving the situation a customer relationship is rescued.

Who should attend:            All Team members that are involved in frontline management and customer care. We recommend that Management also attend. This will ensure that everyone understands the Conflict Management policy and procedures clearly.

Content:                            This workshop builds from basic skills learned in F&Co’s Customer Service Seminar.

- Understanding Hostile and Abusive Behavior

       What angry people need and want

- Defusing the situation and the customer

       Deal with the feelings first

- Practicing Self Control

       Know yourself

- Getting off to a good start

       Greeting – Posture – Eye contact

- Using the right words

       Cooperative language

- Tools

       Acknowledgement / Empathy / Listening

- Understanding and using body language

       Stand up and be counted

- Using your boss

       A third party can help

- Problem Solving

       Alternatives, information, suggestions.

- Being assertive vs. passive or aggressive

       Setting Limits

- Advice for Managers and Supervisors

       Role Models

- Special Situations

       Telephone, Audience

Duration:                                   1 Day

Documentation:                        Each attendee will receive a comprehensive Workbook

Registration:                             Please email your enquiry to:  gfeickert@gmail.com