Courses in Nottingham

...performance benchmarking against your competitors 11.15 - 11.30 Coffee break 11.30 - 12.45 Actions to improve profitability fundamentals of costing knowing... Learn about: Financial Training, Profit and Loss Account, Balance Sheet...

...that must be funded through a budget) 10:30 - 11:00 Match Resources to Business Priorities (What staff and other resources are needed to meet your key priorities)... Learn about: Business priorities, Business Plan, Business Studies...

...(Dealing with difficult situations, remaining calm under stress.) 14:30 - 15:30 Role Plays 15:30 - 16:30 Best Role Plays Repeated to Whole Group 16:30... Learn about: Handling Complaints, First Impressions, Call Centre...

...How to handle objections Understand the importance of customer care in a sales environment How to handle complaints in a positive way How to gain the maximum... Learn about: Incoming Calls, Customer Care...

...Break 11:15 – 11:45 Task 2: What Are Your Objectives? 11:45 – 12:45 Delegates to Mark Pre-recorded Customer Complaints Calls (Here delegates use their... Learn about: Handling Complaints, Customer Care, Customer Complaints Calls...

...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: Customer Expectations, Customer Excellence, Plans Agreed...

...16:30 Dealing with Complaints and Achieving Excellent Customer Care 16:30 - 16:45 Summary & Action Plans Agreed... Learn about: Developing Questions, Customer satisfaction, Customer Care...

...The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course... Learn about: Excellent Customer Care, Customer Care, Incoming Calls...

...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...

...16.00 – 16:45 Summary and Action Plan agreed. What are we going to stop doing, keep doing and start doing from tomorrow?... Learn about: Customer Service, Communication Training, Communication design...

...An increase in the opportunity to gain more advanced Customer Care Skills A greater ability to handle customer concerns to the benefit of all parties... Learn about: Customer Care, Visitors Experience, Care Skills...

...Keep In Touch, Details) 11:30 - 12:00 Task 2: What Do You Really Want From These Calls? (Setting out your objectives) 12:00 - 12:45 Negotiating Skills... Learn about: Customer Service, Customer Retention, Excellent Customer Care...

...way The ability to negotiate at all levels To understand the importance of excellent customer care in a sales environment How to say 'No' and retain Customer... Learn about: Customer Relationship Management, Customer Manager, Customer Service Skills...

...transform your business by really getting to know your customer. Know Your Customer - Timetable 9.30 – 10.00: Coffee and Intro. How well do you know your business?... Learn about: Customer Care, Customer Retention, Customer Relationship Management...

...Greater confidence when taking incoming calls Telephone etiquette when answering, holding or transferring calls Understand the importance of customer... Learn about: Incoming Telephone Calls, Telephone Calls, Outgoing calls...

...14:00 Lunch 14:00 - 15:30 Handling Difficult Situations 15:30 - 16:30 Tracking and measuring satisfaction 16:30 Summary and Action Plans Agreed... Learn about: Customer Service Skills, Customer satisfaction, Customer relationship...

...face to face Steering conversations with effective questioning 12.45 – 13.30 Lunch 13.30 – 14.00 Accurate and Active listening skills Taking and leaving... Learn about: Communication Skills, Customer communication, Communication design...

...present back to the group.) 12:00 - 13:00 Customer Expectations (Telephone & Face to Face) 13:00 - 14:00 Lunch Break. 14:00 - 14:30 Verbal Communication... Learn about: Customer Service, Communication Training, Customer Service Skills...

...by the Strategy Analysis of the Market Place Identification of Risk and Contingency Plans Developing a Sales Strategy - Timetable 09.30 – 10.00 Coffee... Learn about: Sales strategy process, Sales Strategy, IT risk...

...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: Core Principles, Management Information Systems, Management Tools...