Courses in Birmingham

...enquiries and existing customers.) 16:30 Summary & Action Plans Agreed... Learn about: Incoming Calls, Customer Care...

...This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls and outbound calls. Throughout the course... Learn about: Handling Complaints, Incoming Calls, Customer Care...

...Why should we bother? The good v the bad) 10:30 - 11:00 Benefits of Delivering Customer Excellence 11:00 - 11:15 Coffee break 11:15 - 12:00 Know your Customers 12:00... Learn about: Financial acts, Finance Market, Plans Agreed...

...service levels Well rehearsed answers to complaints and compliments How to turn complaints and compliments into more business Customer Satisfaction as a Selling... Learn about: Developing Questions, Contact and Developing, Customer Care...

...for dealing with hard-to-handle people. Recognise classic profiles of difficult people and strategies for handling them Pre-empt challenging situations... Learn about: Strategies for Dealing, Difficult People, Customer Types...

...What Do We Hate About Calling Other Companies? 09:45 Incoming Calls - The Basics 10:00 Task 2: What Do You Really Want From These Calls? 10:40 GROUP... Learn about: Incoming Calls, Customer Care, Excellent Customer Care...

...Delegates will be come experts in delivering excellent customer service levels and ensure their email skills are highly professional. How you can compose... Learn about: Skills sets, Via Email...

...The big difference. (This part of the course clearly identifies the skill sets we need for these two unique forms of communication) 10:30 – 11:00 Don't put me on hold!... Learn about: Communication Training, Customer Service, Communication design...

...The course provides an overview of essential customer care skills and how the visitor can have an outstanding customer experience. The content is delivered... Learn about: Customer Care Skills, Good Practices, Course Objectives...

...(Dealing with complaints and enquiries) 16:30 Summary & Action Plans Agreed... Learn about: Customer satisfaction, Customer Care, Customer relationship...

...15:45 Role Plays 15:45 - 16:30 Effective Customer Care Letter Writing 16:30 Summary Action Plans Agreed... Learn about: Customer Service Skills, Customer relationship, Customer Manager...

...What can we learn? 11.15 – 11.30: Coffee break 11.30 – 12.15: Communication skills with our customers. How do we find out their needs? 12.15 – 12.45... Learn about: Customer Relationship Management, Customer relationship, Customer Care...

...What Do You Really Want From These Calls? (Setting out your objectives) 15:15 -15:30 Designing a scoring system to mark how well incoming calls are taken... Learn about: Incoming Telephone Calls, Telephone Calls, Incoming Calls...

...and clients perspectives and needs A better understanding of themselves; both strengths and improvement areas An opportunity to gain more advanced customer... Learn about: Customer Service Skills, Customer Service, Customer Care Skills...

...Reception to Perfection deals with the essential skills necessary to represent the business to the best possible effect, within the added pressures of 21st century communication... Learn about: Communication face, Body Language, Communication Training...

...Based on these and any mystery shop experience gained from their pre-course assignments, they will analyse the brands from a customer's point of view... Learn about: Customer Service, Communication Training, Customer relationship...

...linked to the 5 EI competencies which impact on individual & team performance, with unique content across a range of subject areas. It includes... Learn about: Intelligence Analysis, Team Training, Emotional Intelligence...

...you to fully utilise the range of options available to incentivise performance and drive out value for money. The course will highlight contract management... Learn about: Contract Management Tools, Management Information Systems, Contract management...

...making the right decisions has never been more important. Budgeting, Reporting and Decision Making for Non-Financial Managers - Timetable Introduction 09:30... Learn about: Financial Managers, Financial Terms, Financial Training...

...Everybody involved in sales wants to be seen as professional and sometimes this leads to salespeople not being assertive enough with their potential customers... Learn about: Sales Training...