SWAT – The Profilling Specialist

Menu

SWAT success stories

Ricardo Hipólito

TECHNICAL ASSISTANCE MANAGER

Santogal

“We found in SWAT a partner with total availability to outline a training program tailored to our needs.The program is continuously monitored.

After training the first group, the result is honestly positive! Our people are now able to easily profile customers, managing to establish an appropriate relationship with them and capture there trust. This confidence is reflected in an open relationship, that can easily derive into additional sales. The sales performance of this group of trained people has risen sharply.

SWAT is undoubtedly a benchmark in behavioral training and a guaranteed return investment. An investment in our greatest value: people, of course!

Santogal has been throughout its 70 years of history investing on the training of its employees, without doubt a vast group of Service Advisors who have received all the updates in the technical and behavioral field. In the recent past, we concluded that a ‘fresh breath’ would be required in the method used until then. SWAT is introduced to us by one of our staff members, that had attended was necessary to change the way this continuous learning was delivered, making it more training from this company as part of the training program for one of our brands. «What we need is here! SWAT!

We found in SWAT a partner with total availability to outline a training program tailored to our needs.

The program is continuously monitored. After the training sessions, group members maintain close contact with the coach, almost daily, responding to challenges in a permanent “work from home“ basis.

After training the first group, the result is honestly positive! Our people are now able to easily profile customers, managing to establish an appropriate relationship with them and capture there trust. This confidence is reflected in an open relationship, that can easily derive into additional sales. The sales performance of this group of trained people has risen sharply. Even small conflicts, complaints, which always exist, are now managed in a safe and assertive way.

SWAT is undoubtedly a benchmark in behavioral training and a guaranteed return investment. An investment in our greatest value: people, of course!

I first came into contact with the SWAT reality when I observed the results on my team of B2C business managers at EDP Gas in 2009.

The people in front of me were simply not the same people who had left a week before for a training course with SWAT. They were different, transformed to their best.

I think that the training model and, above all, the characteristics of Susana Areal and the SWAT team perfectly match the management model that I recommend for my teams: healthy mind in a healthy body, focused on the results.

In the context of organizations Profiling stands out as a powerful tool of relationship between people.”

I first came into contact with the SWAT reality when I observed the results on my team of B2C business managers at EDP Gas in 2009. The people in front of me were simply not the same people who had left a week before for a training course with SWAT. They were different, transformed to their best.

I was interested in finding out what had happened during that week and the enthusiastic comments led me to replicated the training for the Network Managers team. There I met Susana Areal and I challenged her to achieve similar results with this team, which ended up happening.

I think that the training model and, above all, the characteristics of Susana Areal and the SWAT team perfectly match the management model that I recommend for my teams: healthy mind in a healthy body, focused on the results.

José Rosa Santos

SC-DCE – CHEEF

EDP Soluções Comerciais

Pedro Antunes

SERVICE AND P&A MARKETING MANAGER

CUSTOMER CARE AND AFTERSALES

OPEL Portugal

“The motivation of the training participants has been exceptional, achieved through a total involvement with the trainee as an individual in his working environment, but never neglecting a strong demand for improvement, imposed either in session or in the follow-up provided in an almost uninterrupted way, through modern communication solutions.”

SWAT faces the market with a set of tools and solutions that go well beyond training itself.

In the projects in which we have worked together, a real change process of the target population was carried out.

The motivation of the training participants has been exceptional, achieved through a total involvement with the trainee as an individual in his working environment, but never neglecting a strong demand for improvement, imposed either in session or in the follow-up provided in an almost uninterrupted way, through modern communication solutions.

Throughout ongoing training projects, with two or more actions per year, we have witnessed real transformations on a personal level, which is a clear indicator of the effect SWAT has on its trainees. From the business point of view, we found a rigorous, committed work in a spirit of partnership that allowed us to implement new strategies and create a link between different organizations, as we would have never imagined.

SWAT’s experience, both at a training level as well as at a management level, gives credibility to the strategy among the group of decision-makers. Applying the concept of learning how to do rather than what to do motivates trainees to continuously improve and prepares them for the best performance of their job, building relationships with customers and selling more throughout the ownership experience.

Without a doubt, I can only be fully satisfied with the work carried out so far and I strongly recommend SWAT as a training partner.

“Our experience with SWAT dates back to ten years ago. A pioneer in the field, Susana Areal started the process of training Profiling techniques to our employees in the Aftersales area.

Auto-Industrial, in pursuit of its goals of continuous improvement, has since then achieved exponential results not only for the company, but also for the employees as individuals, since they are one of the most important assets of our organization.

In the context of organizations Profiling stands out as a powerful tool of relationship between people.”

Our experience with SWAT dates back to ten years ago. A pioneer in the field, Susana Areal started the process of training Profiling techniques to our employees in the Aftersales area.

Auto-Industrial, in pursuit of its goals of continuous improvement, has since then achieved exponential results not only for the company, but also for the employees as individuals, since they are one of the most important assets of our organization.

The changes in the ability to run the business were huge; increasing our employees’ self-confidence and giving them more training has allowed to provide our customers impeccable professionalism, through the understanding of each individual’s singularity, and an adequate response in order to overcome expectations whenever each client contacts us through any of the channels that we offer.

In the context of organizations Profiling stands out as a powerful tool of relationship between people.

Hugo Oliveira

AFTERSALES MANAGER

Auto Industrial – Lisboa

Marco Máximo

AFTERSALES MANAGER

Caetano Auto Algarve S.A.

“Having been trained by SWAT was a privilege I had and that I hope to continue having;  in addition to having enriched my skills, it allowed me to organize the knowledge in the correct “drawers” making it possible for me to use it quickly and assertively whenever necessary.

I strongly recommend SWAT training because man is an animal of habits and good habits can be trained.”

Having been trained by SWAT was a privilege I had and that I hope to continue having;  in addition to having enriched my skills, it allowed me to organize the knowledge in the correct “drawers” making it possible for me to use it quickly and assertively whenever necessary. However, the great added value is to have a team trained and supported by SWAT, because the relationship that is obtained internally is such that sometimes it seems that we speak in a dialect of our own.

I strongly recommend SWAT training because man is an animal of habits and good habits can be trained. There is nothing that is truly impossible to improve as long as the training is adjusted to the needs and the objectives set.

I wish SWAT all the success!

“Having knowledge of Profiling tools has made me grow professionally, not only in sales, but also on how to approach the customer, not being afraid to give him bad news. Having this knowledge and knowing the type of person that we have in front of us is fantastic because we often avoid professional and personal conflicts; it has made me a more confident and positive person.

However none of this would have been possible without Susana Areal… In  my opinion, as a coach she is FANTASTIC and UNIQUE and everything I have achieved since a year ago here I owe it to her. Two words to Susana Areal: THANK YOU !!”

Having knowledge of Profiling tools has made me grow professionally, not only in sales, but also on how to approach the customer, not being afraid to give him bad news. Having this knowledge and knowing the type of person that we have in front of us is fantastic because we often avoid professional and personal conflicts; it has made me a more confident and positive person.

However none of this would have been possible without Susana Areal… In  my opinion, as a coach she is FANTASTIC and UNIQUE and everything I have achieved since a year ago here I owe it to her. Two words to Susana Areal: THANK YOU!!

Sónia Soares

Santogal – smart

Nuno Oliveira

AFTERSALES MANAGER

AMatosCar

“Being able to share the passion that Susana transmits in each training is awesome; commitment and dedication are extremely evident.

SWAT has changed the way we care, it has changed the way we look at our customers;  we are able to identify who is in front of us and what are the ways we can conquer, understand and satisfy them according to their motivations and needs.

If you want a winning team that brings more and better sales, SWAT is the right choice.

Thank you Susana, thank you SWAT.”

“SWAT held a Transforming Leadership program for all EDP Gas Leaders, where they applied their leadership training techniques. With the involvement of Management, the SWAT team has significantly helped each leader to get to know each other better, get to know others better, and develop effective leadership strategies.

We came out stronger as people and leaders and willing to apply all that we felt and learned. There were moments lived in this training that will be remembered  forever. A great team of trainers, highlighting the central role of Susana Areal.”

SWAT held a Transforming Leadership program for all EDP Gas Leaders, where they applied their leadership training techniques. With the involvement of Management, the SWAT team has significantly helped each leader to get to know each other better, get to know others better, and develop effective leadership strategies.

With methods that appeal to different senses and competencies, this leadership training positively and permanently affected the people involved, appealing to the humility and total availability of leaders, reinforcing team cohesion and alignment in pursuit of the company’s strategic objectives.

We came out stronger as people and leaders and willing to apply all that we felt and learned. There were moments lived in this training that will be remembered  forever.

A great team of trainers, highlighting the central role of Susana Areal.

Joaquim Rocha Gomes

ESCOLA DE PRODUÇÃO

EDP Produção

Ivo Monteiro

SALES MANAGER AUTO

Auto Industrial de Coimbra

“I remember the first training I had in 2007 in such a way that I could almost describe it entirely.

I remember the High Performance Internship, which started and ran in a way that exceeded the expectations of anyone who was at that retreat, I remember recommending it to all my friends, I remember them having attended and recommending it themselves. I remember the coaches SWAT introduced me to; some of them still I consult, more than professionally to evolve as a human being.

I remember the first training I had in 2007 in such a way that I could almost describe it entirely. How many training courses have we attended? I remember being intrigued by the first contact with the coach, who was activating the “Peak Stage”, I came to learn later in other training and internships that I have been having with SWAT over the years.

I remember the High Performance Internship, which started and ran in a way that exceeded the expectations of anyone who was at that retreat, I remember recommending it to all my friends, I remember them having attended and recommending it themselves. I remember the coaches SWAT introduced me to; some of them still I consult, more than professionally to evolve as a human being.

In most cases more than courses or training, what SWAT provided me with were life experiences and I am extremely grateful for that. More than courses or training, these experiences are what have allowed me to be a part of who I am and those are experiences that really interest me.

“During my professional life I have participated in various training courses.

However, in my career, I had the opportunity to attend two training courses delivered by SWAT, whose results were different from all the others. These training courses were remarkable, both for me as well as for my team.

In my opinion, the reason for this success is due to the fact that in this training method the work is carried out at the level of our most precious asset, which are our emotions, our feelings and our heart.

During my professional life I have participated in various training courses. Most of theses courses left me no memories because, despite all good intentions, they did not produce practical effects or significant and lasting behavioral changes. So it is natural that I have a hard time reminding myself of both the companies and the trainers who delivered most of these courses.

However, in my career, I had the opportunity to attend two training courses delivered by SWAT, whose results were different from all the others. These training courses were remarkable, both for me as well as for my team.

The results were felt straight away during the course and had an echo in the team for a long time, since everybody felt the behavioral changes that were made and that strengthened our team spirit. In my opinion, the reason for this success is due to the fact that in this training method the work is carried out at the level of our most precious asset, which are our emotions, our feelings and our heart.

António José Costa

REN Portgás Distribuição S.A.

Centro de Exploração de Braga

Luís Correia

AFTERSALES MANAGER

Auto Industrial, S.A. – Leiria

“The changes of our consultants when they welcome their customers (all very different from each other), the way they know how to act facing each profile, is then reflected in the excellent service provided and leading increasing customer satisfaction as well additional sales.

I would also emphasize the constant contact with the trainer in between training sessions, for example through social networks with real day-to-day cases to analyze and discuss.

With SWAT, magic happens. I recommend SWAT.

With SWAT there is a before and after, and it is the results that say it.

The enthusiasm with which the training course were faced was remarkable; the desire to return to the following sessions to acquire more knowledge to be able to apply new techniques in order to better understand the customer.

The changes of our consultants when they welcome their customers (all very different from each other), the way they know how to act facing each profile, is then reflected in the excellent service provided and leading increasing customer satisfaction as well additional sales.

I would also emphasize the constant contact with the trainer in between training sessions, for example through social networks with real day-to-day cases to analyze and discuss.

None of this happens by chance; it reflects the professionalism of an excellent team that knows what it does and where it leads us.

With SWAT, magic happens. I recommend SWAT. 

” While I was Mkg & Sales manager in Portugal, SWAT allowed me and my team, throughout the years, to achieve excellence in sales performance, through several customized and focused trainings. These formative experiences gave me and my team a whole new perspective on customer centric approach, without ever losing sight of our company goals.

I strongly recommend NLP or behavioural type of training as an important soft skill complement to a sales professional. “

Camilo Lemos de Mendonça

GLOBAL HEAD OF FRANCHISE

Boehringer Ingelheim Animal Health

Paulo Azevedo

SERVICE ADVISOR OPEL/FORD/MITSUBISHI

Grupo MCoutinho

“With the training that SWAT provides everything changes; the simple speech, customer-oriented, very practical training, the direct way of communicating, getting involved in the contents both individually and as a team, made it possible for me to gain tools to increase my results and obtain additional sales for my company.

If you want committed, business-focused employees, do not hesitate, hire SWAT and the results will appear immediately! SWAT is the best consulting and training company acting in Portugal!”

Over the course of twenty-five years I was trained by several companies, I had many and varied training courses, several trainers, ostly in the automotive field, all of them very car-oriented. However, none of these courses captured my attention, whether because of the way they were conducted or because of their contents, originated a lack of interest and commitment from my side. “It’s one more I thought” … With the training that SWAT provides everything changes; the simple speech, customer-oriented, very practical training, the direct way of communicating, getting involved in the contents both individually and as a team, made it possible for me to gain tools to increase my results and obtain additional sales for my company.

Thanks to these training programs, I have improved my skills as a Service Advisor, I have been able to find the right words in the “key moments”, create relationships with my customers and, above all, I have changed my approach in the presence of the customer and am now able to easily adapt to the profile of each one that seeks the services of MCoutinho.

In the past it was very “formatted” for the professional stereotype, face closed, few smiles … Now I’m different for the better after working with SWAT, (Susana Areal), with your help I changed radically, always with a smile on the face when facing my customer. This change has the SWAT signature!

If you want committed, business-focused employees, do not hesitate, hire SWAT and the results will appear immediately! SWAT is the best consulting and training company acting in Portugal!

“In 2009, when I started to work as a Service Advisor at Opel Centrum Douro (Gamobar), yes, everything changed! I was happy to work with Susana Areal who gradually helped me understand how to deal with a customer, providing me with the right tools to meet customer needs. I was able to increase my sales and with that came a better salary and an increased ability to deal with each customer.

Thank you for caring, for the person you are, for your way of being, for your presence in the room, etc. I hope to continue to be trained by you, to continue to “shine” in my day to day because only then will I have satisfied customers and for life. Thanks again for the excellent professionalism. I recommend SWAT!”

I stopped by to leave my testimony regarding my personal and professional growth as I think it is important to highlight the magnificent and exemplary way of what it is like to be trained by SWAT more precisely by Susana Areal. During my professional career, all of it in the automotive area, I attended some training courses most of which aimed at the customer. Today I have the clear feeling that everything that I learned so far did not take me to the next level!

In 2009, when I started to work as a Service Advisor at Opel Centrum Douro (Gamobar), yes, everything changed! I was happy to work with Susana Areal who gradually helped me understand how to deal with a customer, providing me with the right tools to meet customer needs. I was able to increase my sales and with that came a better salary and an increased ability to deal with each customer.

Thank you for caring, for the person you are, for your way of being, for your presence in the room, etc. I hope to continue to be trained by you, to continue to “shine” in my day to day because only then will I have satisfied customers and for life. Thanks again for the excellent professionalism. I recommend SWAT!

Rui Marques

SERVICE ADVISOR OPEL

Gamobar

Sónia Marto

GESTORA DE CLIENTES NA PEUGEOT

Grupo Santogal

“Susana Areal the trainer! Unique, professional, direct, committed and loves her work. She has an extraordinary complicity with her trainees, becoming their friend in many cases.

SWAT training keeps the flame alive, we do not forget this training as so many others I attended. The study done daily with customers, friends and family gives our professional and personal lives another sense in facing things.

Working with SWAT has been a wonderful and unique experience!“

After attending SWAT training I am still Sónia Marto, 42 years old and a Customer Manager, but I am a much more confident and determined person, understanding and knowledgeable of the various human “minds” and “personalities”. I know my customer like nobody else and I know how to treat him like he likes and how he wants to be treated because every customer is unique!

Susana Areal the trainer! Unique, professional, direct, committed and loves her work. She has an extraordinary complicity with her trainees, becoming their friend in many cases.

SWAT training keeps the flame alive, we do not forget this training as so many others I attended. The study done daily with customers, friends and family gives our professional and personal lives another sense in facing things.

Working with SWAT has been a wonderful and unique experience!

“About 4 years ago I met the trainer Susana Areal, an excellent professional, she gave us (in a very special way) all the tools we needed to help us identify the profile of each customer so we can meet their expectations. Simplifying our day to day business, increasing sales and customer loyalty.

An extraordinary person, always available for each of us, even if it means jeopardizing her personal time, encouraging or “pulling ears” when needed. After 17 years at Opel, I was able to find irreplaceable support and help. She succeeded in turning a completely different group of people and competitive companies into a true family. Both professionally and personally I consider her, without a doubt, a very important person in my life.”

SWAT came into my life and completely revolutionized the idea I had about training. SWAT combined a different, young and innovative way of teaching with a deep knowledge of our job and the daily problems we face. SWAT managed to surprise me in a very positive way and has become a great reference as a company in the training area.

About 4 years ago I met the trainer Susana Areal, an excellent professional, she gave us (in a very special way) all the tools we needed to help us identify the profile of each customer so we can meet their expectations. Simplifying our day to day business, increasing sales and customer loyalty.

An extraordinary person, always available for each of us, even if it means jeopardizing her personal time, encouraging or “pulling ears” when needed.

After 17 years at Opel, I was able to find irreplaceable support and help.

She succeeded in turning a completely different group of people and competitive companies into a true family.

Both professionally and personally I consider her, without a doubt, a very important person in my life.

Fátima Simões

SERVICE ADVISOR OPEL

Sofrapa, Sa

Zita Silva

SERVICE ADVISOR

Auto Reno Minho

After 14 years in the auto industry, after many courses, I’m suddenly sent to an Opel training course.
My immediate reaction was…here we go again, another trainer with the same old speech just ready to pass slides.
Well, I couldn’t be more wrong. I arrived at the training site and the colleagues who already knew Susana Areal were all anxious and craving for information.
After the first training course I was surrendered to Susana’s ability to work and not hesitating towards questions posed by many of the participants, true “masters” in aftersales.
I found someone who was overflowing with confidence, professionalism and with a contagious attitude.
Even the most sceptical are absorbed by her enthusiasm … by her motivation, which “forces” us to want to do more and better every day, which makes us appreciate our service and our mission in the company.
I anxiously waited for the next training course, to study and put into practice all that was shared and learned.
Thanks Susana Areal for being part of my history and our lives.

After 14 years in the auto industry, after many courses, I’m suddenly sent to an Opel training course.
My immediate reaction was…here we go again, another trainer with the same old speech just ready to pass slides.
Well, I couldn’t be more wrong. I arrived at the training site and the colleagues who already knew Susana Areal were all anxious and craving for information.
After the first training course I was surrendered to Susana’s ability to work and not hesitating towards questions posed by many of the participants, true “masters” in aftersales.
I found someone who was overflowing with confidence, professionalism and with a contagious attitude.
Even the most sceptical are absorbed by her enthusiasm … by her motivation, which “forces” us to want to do more and better every day, which makes us appreciate our service and our mission in the company.
I anxiously waited for the next training course, to study and put into practice all that was shared and learned.
Thanks Susana Areal for being part of my history and our lives.