PTP Training & Marketing Ltd courses

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

...the importance of customer care in relation to incoming calls How to handle complaints in a positive way Agreeing best practice methods Design a scoring... Learn about: Customer Care, 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: Customer Excellence, Finance Market, Customer Expectations...

...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: Customer Care, Customer satisfaction, Role Plays...

...Dealing with Difficult People - Timetable 09:30 - 10:00 Coffee – Course and Personal Objectives 10:00 - 10:30 A Difficult Exercise 10:30 - 11:00 Who’s... Learn about: Customer Complain, Customer Types, Strategies for Dealing...

...Feedback and evaluations 16:30 Summary & Action Plans Agreed... Learn about: Incoming Calls, Excellent Customer Care, 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: Via Email, Skills sets...

...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: Telephone answering, Customer Service, Communication design...

...of the needs of visitors to the organisation and how to approach them empathically. The programme enables you to gain confidence in dealing with diverse... Learn about: Course Objectives, Customer Care, Public Sector...

...15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively) 15:30 - 16:30 Golden Rules For Achieving Excellent Customer... Learn about: Customer Service, Excellent Customer Care, Customer relationship...

...Satisfaction - Timetable 09:30 - 10:00 Coffee & Introduction 10:00 - 11:00 What Are Our Customers' Main Objections? What is the Best Way to Handle Them?... Learn about: Customer Service Skills, Customer Care, Customer Retention Strategy...

...Look at successful companies who really know their customers and see how they have grown through self-development and consistency. Questionnaires... Learn about: Customer Manager, Customer Service Skills, Customer Service...

...14:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details) 14:45 - 15:15 Task... Learn about: Telephone Calls, Incoming Telephone Calls, Incoming Calls...

...care skills The opportunity to work on improvement areas An action plan for continuous improvement Outstanding Customer Service Skills - Timetable 09:30... Learn about: Customer satisfaction, Customer Care Skills, Customer Care...

...ways to say ‘no’ 15.00 – 15.15 Tea break 15.15 – 16.00 Dealing with outbursts of anger; non - stop talkers Coping strategies 16.00 – 16.30 Summary... Learn about: Communication Training, Customer communication, Communications Planning...

...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, Customer Service Skills, Customer relationship...

...A greater awareness of the strategic issues affecting the Sales Process Greater clarity of the roles and responsibilities of all teams that will be affected... Learn about: Sales Strategy, Sales Training, Sales strategy process...

...We can learn to be more Emotionally Intelligent and therefore increase our ability to deliver success in both our business & personal life. This programme... Learn about: Emotional Intelligence, Intelligence Analysis, Team Training...

...what the key deliverables are and what the timetables are for delivery; who does what by when? 14:30 - 15:00 Key Management Roles and responsibilities... Learn about: Core Principles, Contract management, Management Tools...

...(Energetic role play) 14:15 - 15:00 Dealing With Objections Effectively (Types of objections, pre-handling objections, answering objections)... Learn about: Negotiation Skills, Sales Management, Closing Skills...