Berlitz Language Schools

Issues

The pressures of an increasingly competitive marketplace from online and high-street language providers motivated Berlitz to commit to enhancing their customer service and sales skills.

Their existing approach to client acquisition and retention was working pretty well, but they wanted to maximise their effectiveness and provide an even more positive experience for potential and existing corporate and personal clients.  They realised that they didn’t possess the skills in-house to boost their customer service effectiveness as much as they would like, so they called us in to provide expert support.

 

Solution

We developed a hands-on, highly-interactive one-day customer service training course that matched their brand values and helped their team identify more potential sales opportunities with new prospects, as well as identify opportunities to proactively reactivate past clients who hadn’t purchased Berlitz products during the past 12 months.

In addition, we helped them understand the range of different decision-making criteria that potential buyers consider prior to choosing whether or not to invest in a Berlitz product. This helped the sales and customer service team members appreciate that acquiring and retaining clients is not a transaction – it’s a relationship.

Daniela Petralia

We found the course extremely useful and informative. Our staff will be able to use the skills learned to provide a better customer service to our students.

The trainer was excellent in his delivery and the content of the course was very good. I am sure my colleagues have picked up some excellent tips on how to present and sell our courses.

I would be happy to recommend this course to any company interested in improving its customer care and selling skills.

Daniela Petralia Berlitz Language School

Get In TouchCall our expert team on 0845 052 3701 to discuss your needs in more detail or email Team@CustomerServiceTrainingCourses.co.uk