Steve Catchick
MPSA, DTM
BRK, UKMy value proposition is the Secret Salesforce. I encourage, deliver training & facilitate for all to be in sales, in service and contribute to profit leading to Moments of truth, loyalty and retention
Steve is the founder of The Secret Salesforce Programme. He equips companies to unlock hidden resources in order to drive engagement, reduce churn and win more business. These are your hidden Secret Salesforce, all of whom are in sales, in service and all contribute to profit.
He has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer service programme at IBM, contributed to a substantial increase in sales, customer satisfaction scores and a record high employee morale.
Member of the Professional Speaking Association, Distinguished Toastmaster with Toastmasters International and an NLP Trainer, Steve shows managers and leaders how to convert and sustain their teams as Brand Ambassadors, whether that service is delivered to customers virtually, or face to face.
Every inter-action is a moment of truth which leads to the customer experience. The quality and greatest impact of that experience is largely determined by the people delivering it, the human inter-action.
As consumers we all know that often it only takes one bad experience to cause us to switch brands. Selling is not just the preserve of the Sales Team. Everyone in an organisation is in some way, in sales, in service and in leadership. The Secret Salesforce help develop loyalty, retention and attract new customers.
Steve is a military veteran, having served 11 years in HM Forces. Fun, friendly and engaging, when he's not working, he can be found listening or dancing to Rock'n'Roll and Swing bands. In 2004 he took a gap year to backpack alone through SE Asia, and his catchphrase is "Gap years are far too good for kids."
Steve is the founder of The Secret Salesforce Programme. He equips companies to unlock hidden resources in order to drive engagement, reduce churn and win more business. These are your hidden Secret Salesforce, all of whom are in sales, in service and all contribute to profit.
He has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer service programme at IBM, contributed to a substantial increase in sales, customer satisfaction scores and a record high employee morale.
Member of the Professional Speaking Association, Distinguished Toastmaster with Toastmasters International and an NLP Trainer, Steve shows managers and leaders how to convert and sustain their teams as Brand Ambassadors, whether that service is delivered to customers virtually, or face to face.
Every inter-action is a moment of truth which leads to the customer experience. The quality and greatest impact of that experience is largely determined by the people delivering it, the human inter-action.
As consumers we all know that often it only takes one bad experience to cause us to switch brands. Selling is not just the preserve of the Sales Team. Everyone in an organisation is in some way, in sales, in service and in leadership. The Secret Salesforce help develop loyalty, retention and attract new customers.
Steve is a military veteran, having served 11 years in HM Forces. Fun, friendly and engaging, when he's not working, he can be found listening or dancing to Rock'n'Roll and Swing bands. In 2004 he took a gap year to backpack alone through SE Asia, and his catchphrase is "Gap years are far too good for kids."
The Secret Salesforce - Sales through Service
In today's competitive marketplace the customer experience is the one differentiator that you have total control over, the greatest impact of which is through the human touch. Every Inter-action is a moment of truth, which leads to the customer experience.
How would it be if the culture of the company and all employees were truly customer focused? If everyone in the company considered themselves to first be in service, second in sales and third to feel empowered to step up and...
Powerful Executive Presence - Command the Stage
You only have an instant to make a first impression and you never get a second chance. Whether that is a good or bad impression is entirely up to you.
What is it about those people who just have that presence, charisma or gravitas, that as soon as they walk into a room, others are drawn to them? When they are speaking from stage, people sit up and take notice even before they start speaking. The good news is you can develop this.
In this inter-active talk, Steve...
Handling tough questions and Impromptu situations
The ability to handle tough questions and unexpected situations is an important aspect of leadership, business communications and personal brand. Whether that is answering challenging or hostile questions, dealing with disruption or being asked to deliver a presentation to the board, shareholders or customers with no warning.
In this talk, Steve shows how to use tools, techniques and structures that enable you to handle those challenging questions and impromptu...
Handing Challenging Customers & Difficult Conversations
- Do you find some people challenging to converse with?
- Do you dread the prospect of meeting with a particular person or situation?
- Do you sometimes need to defuse and calm down hostile situations?
- Are you the problem?
Whether deliberately awkward, whether convinced theirs is the solution and won't listen or whether they are angry, some people and conversations can be very challenging. Sometimes hostile. Some people just suck the energy from the...
Moments of truth – Enhance the Customer Experience
Every interaction a customer has with your company is a moment of truth and creates an emotion that leads to the customer experience. There are many considerations when it comes to the customer experience, but the greatest impact is that between your people and the customer, the human interaction. How your company and your people focus on the customer will reflect on retention and hence profit.
Customers will remember exceptional good or bad emotional experiences....
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