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In the last vlog we looked at speaking with conviction, today we’re going to be looking at active listening. Active listening, what does it mean? I believe it’s intelligently showing that you’re listening to what is being said, what isn’t being said and the ability to read between the lines. So why would you want

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I want your customers to come back to you again and again because they trust the company, and because they like you. And for them to like you, you need to establish rapport with them. Which brings me to the relationship rope. Imagine that the first interaction you have with your customer becomes the first

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How are your customers feeling before they part with their money? How do your customers feel after each interaction with your company? At least one interaction a customer has with your company is when they speak to a sales representative, but that’s not the whole picture. Let’s look at this from the moment they’re thinking

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There is a revolution happening around you right now – have you noticed? It’s The Customer Relationship Revolution. At heart, it’s about taking what is often a critical business problem – lacklustre customer satisfaction – and turning that problem on its head. It’s about equipping your people not just with the right skills but the