How do I keep the cabin safe and people calm?

In HR you support “pilots and crews” to help them run smooth operations. When a crisis like this one hits out of the blue, and sales and service operations are disrupted, if not brought to a complete halt, it is critical to help everyone get back on their feet again and find solid ground quickly and safely.

Whether your business has been affected by the COVID-19 crisis directly or through the ripple effect across the value chain from suppliers to the customer experience, your sales and service leaders and teams are probably concerned, both personally and from a business perspective, with how they are going to adapt and deliver on NPS, Customer Experience and their sales and service KPIs.

Whatever the specific challenges your people are facing, this is a good time to put in place the right sales and service processes, tools and standards, and the leadership and coaching frameworks to support the sales and service teams to do their jobs well and stay safe and calm under these challenging conditions and beyond.

We have remote solutions in place to help you:

Do you need to recruit and induct staff quickly?: We have a range of off-the-shelf and customisable tools and templates to help you recruit and induct efficiently from behavioural interview questions to psychometric assessments to sales process mapping and training.
‘How we sell & service around here’ process maps & buyer’s briefs: most people learn how to sell and service by default not design which leads to poor induction and inconsistencies in performance. We are able to help you identify, track and map best practice sales and service standards, behaviours, tasks and activities across your selling and buying cycle making it easier and quicker to induct your people so they are up and running, selling and servicing better, faster. We can also build customised buyer’s briefs for your sales and services teams to use when working with clients to make it easier to find viable solutions and sell better, faster.
Coaching teams during critical times: Working remotely, detached from customers and colleagues, your sales team needs more care and support, not just around practical skills. “How to coach Sales Teams in Times of Uncertainty” is a combination of online topics and practical small group remote video workshops for coaches and sales leaders to coach their teams through and beyond this crisis.
Customer communication & messaging during COVID-19: The needs of people and businesses have changed as a result of COVID-19. The style, tone and type of communications that your customers need now might be completely different to what your team has been used to conveying. We can coach your sales and service teams to communicate with your customers during the COVID-19 crisis and be alert to new opportunities as the new reality emerges. Besides online training content we also provide remote small group training sessions to practice and implement how to communicate during difficult times. Session setup and duration are planned and scaled according to your team size and needs.
Seize the day to train and up-skill your sales and service teams: Seize the day, use the quieter weeks to train and up-skill your sales and service teams with a combination of online education and remote classroom setting (you can go anywhere between 100% online to 100% remote classroom; we can adjust the dial to your preference and priorities) across a whole range of over 50 sales subjects.
Quickly up-skill teams to adapt how they sell and service around here now: Quickly up-skill your team with the key skills, tools and capabilities that they need to be in peak condition to sell and service better at this moment. We have short and succinct webinars and remote workshops on selected specific topics to cater for your most urgent training and development needs (e.g. Strategic KAM, difficult client communications, remote in-person selling, customer retention, etc.)
Crises can bring out the best in people: We have two sayings that resonate here ‘It’s all about opportunity’ and ‘There’s no such word as can’t’. A team with a positive ‘can do’ mindset who is open to opportunity will make a real difference to their own wellbeing and resilience, and the business’ bottom line. We can deliver online modules and remote coaching support to train your sales managers and teams on how to adapt and deal with the new sales situation, unearth opportunities, master personal challenges, and keep a healthy ’can do’ mindset.
Post Pandemic Scenario Planning: What will the world look like after the pandemic? What will your business and teams look like in the future? What will you be selling to whom and how will you sell? This Scenario Planning Exercise is an excellent way to explore a range of options and get people thinking about ‘What If’ scenarios. Underpinned by a purposefully optimistic approach this helps you and your people plan and pivot your business for what lies ahead. This process is done in 3 x 2 hour remote group sessions plus homework in between.