Chris is results focused, hugely experienced and highly qualified as a sales performance management, customer service excellence and management and leadership trainer and coach, having enjoyed a long and successful career in sales management, sales directorship and commercial directorship roles. He is a skilled assessor of training and development needs and an innovative solutions designer in a range of soft skills areas with significant experience in the ‘accelerated learning’ delivery of customer service excellence, sales performance and management and leadership development programs.
Chris is a qualified and motivational performance coach and a successful recruiter and talent management specialist, skilled in competency based interviewing and the design and delivery of assessment center activities. He is a moments of truth (MOT) practitioner focused on the delivery of unexpected and outstanding customer service, customer focus and customer care. Chris is a confident and credible communicator at all levels with the ability to report, present, pitch and win business including high value private and public sector bids and tenders.
Chris’s list of qualifications includes the full (FPC) financial planning certificate in financial services, the Chartered Insurance Institute AFPC (H15) qualification in sales management, leadership and compliant supervision. He has achieved dual accreditation with the CII in the Certificate of Professional Development in Financial Services. He has qualifications in corporate, executive and sales performance coaching with The UK Coaching Academy and a European accreditation in executive coaching skills with Noble Manhattan Coaching. Chris is a Jan Carlson ‘Moments of Truth’ (MOT) practitioner and a qualified behavioral analyst through DISC Trimetrix, a qualified practitioner in Neuro Linguistic Programming, a licensed practitioner of S.D.I – strengths deployment inventory and a practitioner of the GROW / GROWTH coaching model. Chris has a BA (Hons) degree in Global Business, Management and Communications which has given him a deep understanding of cultural issues in the conduct of sales, management, leadership and commercial strategy.
Any corporate transformation – launching the next major phase in an organization, executing a new corporate strategy to achieve breakthrough performance, enabling a new executive leader to take charge, or integrating an acquisition – is fraught with challenges. The complexity of transformational change can easily overwhelm an organization, dissipating energy before the effort achieves its objectives. Ineffective efforts exhort the organization to “fix everything at once.” This program aims to help participants on this exciting but challenging journey by creating…Find out more »
The role of the leader is to deliver work through others, not to deliver the work themselves. The transition from management to leadership can be very challenging and may mean letting go of areas of expertise/specialism and enabling others to deliver results. This program will equip delegates with new skills, tools and tactics to take on this challenge and succeed in mastering leadership.Find out more »
It is widely recognized that a key area for development in managers and leaders is their ability to think strategically and to apply new, counter-intuitive ways of thinking and innovative approaches to solving problems and exploiting opportunities. This program will provide managers and leaders with a flexible and adaptable “toolkit” giving them new frameworks for thinking strategically for the benefit of their organization.Find out more »
The importance of understanding customer satisfaction and loyalty cannot be underestimated in a commercial environment where customers have more choice and less brand loyalty than ever before. The theme of this program is therefore to ensure a sharp focus on every aspect and to root out opportunities for marginal gains that will differentiate, surprise, delight and retain customers. Loyalty is a precious jewel and directly linked to profitability. Organizations say that they realize the cost of customer acquisition versus retention,…Find out more »
This program will provide sales managers and leaders with essential knowledge of the theory and tools necessary to manage the practical issues involved in driving sales growth in their organizations. It will enable them to understand and drive a strategic sales management function within their company, enhancing both their personal and organizational effectiveness. When we move to Neuro-linguistic programming (NLP) techniques, we will provide new skills for the sales manager to share with his / her sales people.Find out more »
Strategic planning is a disciplined effort to produce fundamental decisions and actions that shape and guide what an organization is, what it does, and why it does it, with a focus on the future. It involves the best way to respond to circumstances and includes intentional goal setting. It’s an essential first step in the development of a results-based accountability system for any company today. The major problem facing top management is to make sense of a spectrum of information…Find out more »
Today countless innovative business models are emerging. Entirely new industries are forming as old ones crumble. How do you imagine your organization’s business model might look in two, five, ten years from now? Will you be among the dominant players? The scale and speed at which innovative business models are transforming industry landscapes today is unprecedented. This highly interactive program will equip all the participants to better understand and cope with the impact of this extraordinary evolution. It will help…Find out more »
Neuro Linguistic Programming (NLP) offers a set of psychological tools to develop yourself both professionally and personally. This course will introduce participants to Neuro Linguistic Programming offering a mix of experiential activities, demonstrations, an introduction to key NLP models of change and an opportunity for some discussion and questions. Participants will learn about NLP history, ‘modelling’ and coaching, the powerful NLP ‘presuppositions’ and attitudes for learning and change – and the importance of using NLP with integrity and sensitivity. Attendees…Find out more »
Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well-trained customer service professionals who have a passion and commitment for providing quality service. This program emphasizes the professional communication skills and actions that are necessary to create the foundation for continuous improvement. In today’s customer-orientated business environment, “people and service skills” are critical for organizational effectiveness and competiveness. The program stresses the importance of providing customer service excellence in a…Find out more »
This three-day highly interactive program will introduce you to a number of practical strategies, tools and techniques to help you take on the client relationship management role with clarity and confidence. We will assist you to strengthen your existing client engagement skills and help you to identify areas for personal development and enhancement of approaches that you will be able to apply in order to improve your clients experience with you. Ultimately, attendance on this course will teach you how…Find out more »
The program will identify, highlight and quantify any gaps between current practice and target levels. Having identified gaps, participants will deliver robust understanding of how to achieve and exceed target levels for customer care and engagement. Through the focus on management and complaint handling practices attendees will also establish a framework for the strategic and tactical management of the customer journey whilst testing its weaknesses and opportunities to strengthen its ability to operate smoothly under pressure.Find out more »
This practical course focuses on delegates’ experience of dealing with difficult situations. It challenges the assumption that there is such a thing as a difficult customer and emphasizes the need to always create the right impression. If a difficult situation can be turned around the customer will become an advocate of your organization rather than a critic. The key part of the course is the learning of a number of techniques to be used when faced with difficult customers and…Find out more »
Succeeding in sales is both a science and an art. High achievers study, learn and practice constantly to develop their skills. This program provides a ‘deep dive’ into fundamental, intermediate and advanced techniques, skills and behaviors and includes focus on the prospect, the customer and the client and how we can optimize our engagement with them.Find out more »
This program will provide delegates with the opportunity to understand and apply the processes, practices and behaviors required to achieve the highest possible star rating within the UAE Star Rating Program. Participants will fully understand what is required and what it means for them and their organization. Generic principles will be converted into specific review and analysis of their organizational, functional and individual approach to customer service, highlighting gaps and opportunities to raise standards and embed new practices with a…Find out more »
The program will allow participants to take an objective step back so they can reflect on their own attitudes and the practicalities of delivering outstanding customer care within a call center environment and at the same time, learn how to increase customer loyalty and retention. The course will enable delegates to trade in some of their old skills for new and at the same time, re-affirm and share those best practices with their peers, that support an ‘exceeding expectations’ culture.…Find out more »