Courses in Nottingham

...dealing with variances 12.45 - 13.30 Lunch Break 13.30 - 14.30 Understanding your Balance Sheet what it tells you - how much is invested what it doesn't... Learn about: Profit and Loss Account, Measures of performance, Balance Sheet...

...All organisations have to prioritise who gets what from the budget process. This course aims to provide specific guidance on how to achieve the best possible... Learn about: Business Plan, Business Finance, Business Analyst...

...is always seen in the best light. Greater confidence when taking incoming calls Telephone 'etiquette' when answering, holding or transferring calls Understand... Learn about: Correct Vocabulary, Call Centre, Handling Complaints...

...10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service and to make sure... Learn about: Customer Care, Incoming Calls...

...own scoring systems and the whole group discusses whether these marking procedures can be improved.) 12:45 – 13:00 Review of Morning Activities 13:00 –... Learn about: Handling Complaints, Incoming Calls, Customer Complaints Calls...

...(Why customers complain, dealing with difficult customers, benefits of complaints) 14:45 - 15:30 Act Upon It! (Understanding some of the financial... Learn about: Financial acts, Finance Market, Customer Excellence...

...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: Contact and Developing, Developing Questions, Role Plays...

...and getting instant feedback from the trainer. To increase confidence in taking all incoming calls Understand the importance of customer care in a sales... Learn about: Customer Care, Incoming Calls, Excellent Customer Care...

...What annoys us and what delights us? 10:00 – 10:30 Best practice. The golden rules to writing an outstanding email. 10:30 – 11:00 Verbal communication skills... Learn about: Via Email, Skills sets...

...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, Communication design, Customer Service...

...specifically for front line staff in businesses, public sector organisations, academic institutions, places of interest and tourist attractions... Learn about: Course Objectives, Customer Care Skills, Good Practices...

...delegates personal experience of poor service.) 10:30 - 11:15 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary... Learn about: Customer Care, Customer relationship, 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 satisfaction, Customer Relationship Management, Customer relationship...

...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 relationship, Customer Service, Customer Retention...

...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: Outgoing calls, Incoming Calls, Telephone Calls...

...10:00 Coffee & Introduction 10:00 - 10:30 What makes for good customer care 10:30 - 11:00 Getting it Right - Building on your Good Practices 11:00... Learn about: Customer Care Skills, Customer Manager, Customer Retention Strategy...

...messages 14.00 – 15.00 Recognising difference types of behaviour - aggressive, passive and assertive The assertive approach, assertive techniques Positive... Learn about: Body Language, Customer communication, Communication design...

...10:30 - 11:00 The Hole in the Bucket Syndrome 11:00 - 11:15 The Value of Brands (What makes a good brand. A look at the strength of Company's Brand and what it stands for... Learn about: Customer Service, Communication Training, Customer relationship...

...and building a target market - Profiling, focusing and targeting. Ensuring that there is a significant ROI. Ensure there is a Mission Statement for each new Account... Learn about: Sales Strategy, IT risk, Sales Training...

...Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:30 What are the Core Principles of Good Contract Management? 10:30 - 11:00 How can we harness... Learn about: Core Principles, Management Tools, Management Information Systems...