PTP Training & Marketing Ltd courses

...do not treat their customers in the same way.) 10:30 - 11:15 Customer Care (Ways of improving relationships with customers) 11:15 - 11:30 Coffee Break 11:30... Learn about: Incoming Calls, Customer Care...

...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: Customer Care, Incoming Calls, Customer Complaints Calls...

...A greater understanding of the customers needs and how they rate customer excellence Understand why customers complain especially when there is a financial... Learn about: Financial acts, Customer Expectations, Plans Agreed...

...more importantly, dissatisfied clients. Understanding the need to be pro-active in customer care A personally developed script to approach customers regarding... Learn about: Developing Questions, Customer satisfaction, Customer Care...

...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: Strategies for Dealing, Customer Types, Difficult Exercise...

...environment How to handle complaints in a positive way Dealing with Incoming Calls Positively - Timetable (Split into two groups) 09:30 GROUP 1 Task... Learn about: Incoming Calls, Excellent Customer Care, Customer Care...

...of 10 top tips that will ensure consistency and professionalism throughout your business Delivering Excellence Via Email - Half Day (am) - Timetable 09:00... Learn about: Via Email, Skills sets...

...via Email and on the Telephone - Timetable 09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives. 10:00 – 10:30 Email and Telephone... Learn about: Customer Service, Telephone answering, Communication Skills...

...in a customer-friendly way enabling you to operate in a customer-focused, efficient and effective way. During the day you will enhance your understanding... Learn about: Public Sector, Good Practices, Visitor Satisfaction...

...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 Service, Customer Retention...

...This course helps delegates manage customer's expectations and how objections can be handled in a positive way. How to handle objections in a positive... Learn about: Customer Retention, Customer Retention Strategy, Customer satisfaction...

...10.00 – 10.30: Let’s profile our existing customers. Who are they, where do they come from and what do you think they want? 10.30 – 11.15: What are our competitors doing?... Learn about: Customer Service Skills, Customer Care, Customer Manager...

...to see which of the 'hate factors' their organisation maybe guilty of. The trainer then helps them devise a scoring system to mark how well a call is handled... Learn about: Incoming Telephone Calls, Telephone Calls, Incoming Calls...

...outstanding customer service. This Outstanding Customer Service Skills training course is available throughout the UK. A greater awareness of the customers... Learn about: Customer satisfaction, Customer Relationship Management, Customer Service Skills...

...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: Customer communication, Communication design, Communications Planning...

...report their findings back to the group) 15:00 - 15:15 Delegates to Critique Taped Calls 15:30 - 16:30 Visual Communication (This final session gets delegates... Learn about: Customer Care, Customer Service Skills, Customer Service...

...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: Target Market, IT risk, Sales strategy process...

...for example, how we think & how this can act as a barrier to delivering results plus how the Manager acts as the “Emotional Thermostat” for the team &... Learn about: Emotional Intelligence, Intelligence Analysis, Team Training...

...12:30 - 13:30 Lunch 13:30 - 14:30 Understanding the contract and associated mechanisms e.g. how the payment regime works Variation and change... Learn about: Management Information Systems, Contract Management Tools, Management Tools...

...Advanced Closing Skills - Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:45 Role Play 1 (Delegates have to sell a product to the rest of the group)... Learn about: Closing Skills, Negotiation Skills, Sales Training...