PTP Training & Marketing Ltd courses

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

...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, Plans Agreed, Customer Excellence...

...Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:30 What is Customer Care and Setting out Our Objectives (Looking at customer care through the eyes of the customer)... Learn about: Customer satisfaction, Role Plays, Developing Questions...

...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 Types, Customer Complain, Strategies for Dealing...

...14:20 Golden Rules For Achieving Excellent Customer Care 14:40 GROUP 2 AS ABOVE 15:30 One to One Supervision 16:15 - 16:30 Both Groups Together... Learn about: Excellent Customer Care, Customer Care, Incoming Calls...

...Timetable 09:00 – 9:30 Welcome and coffee. Objectives of the course and Speed-Breaking exercise. 09:30 – 10:00 The advantages, issues and skills sets required to write emails... Learn about: Skills sets, Via Email...

...– 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and... Learn about: Customer Service, Telephone answering, Communication design...

...12:45 Developing your Customer Care Skills 12:45 - 13:00 Discussion and Action Points from the morning 13:00 -14:00 Lunch 14:00 - 15:30 Handling Difficult... Learn about: Visitor Satisfaction, Customer Care, Public Sector...

...This excellent customer care course analyses typical customer frustrations and how to deal with awkward situations. It teaches professional telephone techniques... Learn about: Customer Service, Customer Care, Customer satisfaction...

...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 Manager, Customer Service Skills, Customer Relationship Management...

...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 Care, Customer satisfaction...

...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, Incoming Calls, Outgoing 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 Service, Customer Retention Strategy, Customer relationship...

...review and questions; Personal Action... Learn about: Body Language, Communication Training, Customer communication...

...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 Care, 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: Target Market, Sales Strategy, Sales strategy process...

...& areas for development enabling each delegate to create a Personal Development Plan for the future. Throughout the day the focus is upon tips & techniques... Learn about: Emotional Intelligence, Intelligence Analysis, Team Training...

...Contracts for the supply of goods and services are significant assets in their own right but they need to be carefully managed to drive out optimum efficiency... Learn about: Management Information Systems, Management Tools, Contract Management Tools...

...10:45 - 11:15 Types Of Closes (23 closes are analysed) 11:15 - 11:30 Coffee 11:30 - 12:15 What Type of Closer Are You? (Personal test) 12:15... Learn about: Sales Management, Negotiation Skills, Sales Training...