Spider on the Wall was created because (we know through years of experience) that everything stems from good Customer Service – EVERYTHING; from a client’s first impression of your organisation to each and every ongoing experience. This is not intuitive – this is instinctive, it is not something you can teach a customer of your organisation, it is something he absorbs unknowing and unwittingly and is left with either a positive or a negative feeling about that which he has encountered. In order to obtain a ‘real’ view of your staffs’ commitment you need to see the whole picture; from the Customer’s Experience. All of the reports are completed by ourselves and a handful of professionals who have either spent their career sourcing the best for MD’s, CEO’s etc or who are/have been business owners themselves. We will work in unison with yourselves to design a specific Survey Report and an ethical measuring system on which we can examine your staff’s performance levels. We will also be on-hand to assist with the feedback of the reports, ensuring that there is a constructive delivery with acknowledgment and a wealth of motivational factors as well as the necessary key skills to address poor performance alike. Whatever findings we unearth from our Mystery Shopping experience we will be able to tailor-make a workshop to address any specific areas of improvement: Customer interaction, closing the sale, dealing with difficult customers etc
About Us
If you have ever invested in training before, you may have been left with that feeling that the return on your investment was not quite as good as you hoped and the effect on the delegates was somewhat similar to a ‘sheep dip’ (staff came out fresh and reawakened but soon slipped back into old habits and negative beliefs).
Spider on the Wall (who are qualified in Neuro Linguistic Programming (NLP) and DISC Behavioural Profiling) address the whole ‘internal and external ‘performance.
There are many elements to performance; Activities, skills, knowledge and behaviours for starters.
An effective training session will address these but will also address beliefs and values (the fuel that drives behaviour).
We are committed to deliver experiential learning and we strive to fully understand the culture, strategy and leadership challenges within the organisation.
Our course content is designed to ensure that training delegates are challenged to reflect upon the choices, attitudes and behaviours that not only motivate them but also prevent them from getting optimal results.
Training Workshops
When you need ‘sticky’ training techniques which are delivered by passionate facilitators through effective and interactive course designs… we offer you:
- Customer Service Excellence Skills
- Foundation Sales Training
- Advanced Sales Training
- Time and Stress Management
- Effective Communication Skills
- Emotional Intelligence and Personal Resilience
- Performance Management
- Motivational Leadership
- Change Management
- Train the Trainer
- Presentation Skills
- Telephone and Email Etiquette
- Dealing with Difficult Customers and Service Recovery Skills
- Recruitment Interview Skills
- Adopting a Positive Approach - NLP
- DISC Personality Profiling
- Influencing and Negotiating Skills
- Upselling, Cross-selling, Substitute selling
- Team Building
- Effective Marketing
Mystery Shopping Services
Our mystery shopping services give you:
- A chance to see a true reflection of your customers' experiences; the journey they are taking from the moment they arrive to the moment they leave your business.
- An outside view of the reputation your company is creating.
- Information about which employees are tending to the 'emotional side' of a customer's purchase.
- An awareness of whether employees are attempting to up-sell at appropriate opportunities.
- Performance management - opportunities to praise and reward staff for outstanding performance and identify areas for improvement in others.
- The information needed to track improvements in professionalism and ensure consistency of customer service.
- The chance to see how complaints are handled. If a complaint is dealt with in a fair and professional manner it can turn a disgruntled customer into a life-long ambassador of your company. What currently happens to your dissatisfied customers?
- Improved telephone call handling. Is the caller made to feel like a valued customer and left with a positive impression of your organisation?
Get in touch
Registered Office Address
Spider On The Wall Ltd3rd Floor Montpelier House, 99 Montpelier Road,
Brighton, BN1 3BE
tel: +44 (0) 7939 128 668
Spider on the Wall Ltd, Registered in England and Wales, Registration No. 6046985 Email
Jules Murray
jules@spideronthewall.com
Who we work with
Amongst others we have the pleasure of working with the following organisations:
Jules Murray
I have dedicated the last 8 years to the training and development of Managers and sales people for many large national and international organisations.
My successful methodology is based on the relationship I build with clients and the effective and interactive design of course content.
I am committed to deliver experiential learning and I strive to fully understand the culture, strategy and leadership challenges within the client organisation.
Participants are challenged to reflect upon the choices, attitudes and behaviours that prevent them from getting optimal results.
I have coached, trained and mentored in a vast range of business sectors from the prestigious Langham Hotel to full Facilities Management Services Company EMCOR enabling them to achieve sustainable increases in their customer satisfaction and ultimately sales conversion results.
Let me tell you about my extraordinary team of trainers….
Karen Morton
Karen is an experienced public speaker and creative thinker and has worked at motivating teams from all backgrounds to deliver effectively within their roles.
She exudes warmth and enthusiasm that proves infectious and reassuring for less experienced employees and within organisations going through change. Karen trained in PR & Radio Broadcasting in Ireland and her career has seen her extend her skill base to leading high profile sales promotions in Ireland, UK, Germany, and the USA & Hong Kong involving retail and media campaigns.
Her work for UK National Charities has included organising major events attended by both Celebrities and members of the Royal Family and leading sales pitches to gain financial commitment worth considerable sums of money. Karen has designed and implemented Sales, Customer Service & Management Development programmes for and on behalf of clients in the hotel, retail & travel sectors, the motor industry, the financial sector and commercial property management.