Training & Consulting

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Training and coaching for frontline staff and team leaders and managers is integral to enabling them to improve customers’ experience. All staff with roles that involve customer contact – be that face to face, over the phone, by e-mail or web chat – can benefit from developing their ‘soft’ skills. And this will improve both their sales performance and their service performance.

IIS Analysis offers cutting-edge training that utilises up to the minute research and techniques from Social Psychology, Transactional Analysis and Neuro-Linguistic Programming. The techniques are simple yet powerful. Above all, the feedback we get from our training is that it is fun – both inside the training room and back in workplace – and effective. It drives results!

We think it is important to work with the existing skills that your staff already have – we don’t believe that ‘one size fits all’. We align the existing skills of your staff to the customer experience you want to create and help them to consistently apply new techniques. For instance, open questions are useful in most sales and service situations and are standard fare in most customer service training, but do your staff use left brain questions to move customers forward and achieve results more quickly?

To make sure your investment pays off, we help you align your performance management, reward and recognition, customer measures, ongoing coaching and training – so that everything supports your staff in delivering a great customer experience.