Graham Roberts-Phelps

the customer service training company

Graham Roberts-Phelps

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Overview

Graham is a specialist training consultant and coach with extensive experience and expertise in all aspects of customer service and sales – from skills through to standards and systems. He leads for us on larger-scale bespoke ‘roll-out’ programmes.

Formerly a top-performing IT and solution sales professional, and a sales manager and marketing director, he has been training, coaching and consulting since 1993, and has personally trained some 30,000 people (both face-to-face and ‘live online’), in 25 different countries, from hundreds of different organisations spanning almost all industries and types of business.

As well as being a specialist in customer and sales strategies, and an NLP Master Trainer, Graham is also a popular motivational speaker. His consulting and training work takes him to all parts of the world, giving him a unique insight and depth of knowledge in his specialisms.

Graham believes that effective learning has to be participative and interactive – his learning events are built around practical exercises, role-play and case studies. His training style focuses not just on explaining new ideas or developing new skills, but also on motivating people to use them and to develop themselves as individuals – in essence, to create real change. Graham manages to achieve the right balance between style and substance, content and format. Participants leave with many practical, proven and often original ideas.

Graham is based near Norwich, Norfolk and delivers customer service training across the UK and internationally.

Subject areas include:

Customer service skills
Sales skills – from introductory to advanced, from telephone skills to consultative selling, from closing skills to advanced negotiation, etc.
Writing skills
High impact presentation skills
Business influencing skills
Service with a sale!
Time management
Commercial management
Train the trainer

Books:

Work Smarter – achieving more with less
CRM – How to turn a good business into a great one
Telephone Tactics
Companies don’t succeed – people do!
Fifty ways to liven up your meetings
90 Brain Teasers for Trainers
Sales Games for Trainers

‘Brilliant course, really interesting and very focused to my job role and day to day work.’

‘Covered the different elements within sales and provided some good ideas.’

‘Graham is obviously experienced in front line sales and negotiation roles which comes across – good presentation style and very engaging.’

‘Graham was exactly what you want from a trainer – very knowledgeable, the practical experience to back up the skills/techniques being covered, engaging and very approachable.’

‘Graham was very approachable and made everyone feel at ease. Graham was also engaging and the pace and the break-out sessions worked well to keep the momentum up.’

‘The course will make you think differently and also understand how and when to negotiate in different circumstances not just business.’

‘Took away some very good ideas that I can use every day… good examples too.’

‘Very confident in the subject, and amusing too. Made the course very interesting. A very clear good sales model to use going forward.’

‘Very well presented and interacted with all of the team and made the whole day fun and educational.’

‘If you think you know it all, there will be something here you don’t.’