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Training Features

Are you afraid of ‘No’?

Are you afraid of ‘No’?

By: Paul du Toit – regular contributor

Learning to say ‘no’ is an important skill that can help aid communication and which has many benefits, both for the salesperson and the customer.

A pool company commissioned an online sales campaign generating fresh leads that were forwarded to their sales team according to area. Leads were allocated to sales folk in their designated areas.


IMD ups customer service game (Part 2)

By: Ilana Koegelenberg – assistant editor

It’s been a few months since the Interact Media Defined (IMD) team completed their Congruence Customer Service training. We carry on chatting to staff to see what difference the training has made in their work-lives

IMD is a publishing and exhibitions company of about 35 staff members based in Bedfordview, Johannesburg. Across the board, the feedback has been overwhelmingly positive, and it’s not just the staff who are noticing the difference – but clients too!


Why train?

Johan Engelbrecht (Jr.) – director: Sustainability Solutions; Institute for Sustainable Risk Management (ISRM)

The training and development of employees is paramount to retaining them within your organisation, but it’s not as simple as placing them in front of a computer simulator or compiling a quick training matrix.


Customer service: Why adding value is critical

By: Paul du Toit – Managing director of Congruence Training

As a discerning consumer you’ll have a good idea of what good service is and how it feels. That’s because you’ve experienced both good and great service from the many establishments out there providing the discerning customer excellent service experiences. You’ve experienced the benefits that come with a great customer experience – great products, improved design, convenience, back up, and the satisfaction that results. Consequently, you have a reasonable idea of exactly what constitutes good service (in your opinion) and what doesn’t.


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