PTP Training & Marketing Ltd courses

...This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers... Learn about: Customer Care, Incoming Calls...

...This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls and outbound calls. Throughout the course... Learn about: Customer Complaints Calls, Handling Complaints, Customer Care...

...that govern what we do) 15:30 - 15:45 Coffee Break 15.45 - 16:30 Have we got it right? 16:30 - 16:45 Summary & Action Plans Agreed... Learn about: Financial acts, Customer Expectations, Plans Agreed...

...This customer satisfaction as a selling tool course is for those who wish to manage high levels of customer care through their teams. Delegates will learn... Learn about: Customer Care, Contact and Developing, Customer satisfaction...

...and avoid escalating them further Recognise personality types with which you may clash Handle aggressive behaviour Calm angry, upset and unresponsive individuals... Learn about: Strategies for Dealing, Customer Complain, 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: Customer Care, Excellent Customer Care, Incoming Calls...

...This half day workshop focuses on how to deliver an excellent customer experience via email. You will learn the do's and dont's that increases customer loyalty... Learn about: Via Email, Skills sets...

...How can we be outstanding on the telephone? 12:00 – 12:30 The 6 key components of active listening. (A great fun exercise to establish our own skills... Learn about: Communication Training, Communication design, Customer Service...

...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: Care Skills, Public Sector, Visitor Satisfaction...

...holding or transferring calls Understand the importance of customer care in relation to incoming calls How to handle complaints in a positive way Excellent Customer... Learn about: Customer satisfaction, Excellent Customer Care, Customer relationship...

...15:45 Role Plays 15:45 - 16:30 Effective Customer Care Letter Writing 16:30 Summary Action Plans Agreed... Learn about: Customer Retention, Customer Manager, Customer Care...

...Developing feedback forms that your customers will actually want to complete. Acting on feedback. 14.45 – 15.45: Case studies. Look what others have achieved... Learn about: Customer Care, Customer Manager, Customer satisfaction...

...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 answering, Telephone Calls, Incoming Calls...

...and clients perspectives and needs A better understanding of themselves; both strengths and improvement areas An opportunity to gain more advanced customer... Learn about: Customer relationship, Customer satisfaction, Customer Manager...

...This course benefits support staff who either specialise, or provide cover on Reception. It is relevant for people who are relatively new to the role... Learn about: Customer communication, Communication face, Body Language...

...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, Customer relationship, Communication Training...

...team 15.00 – 16.00 Ensuring and securing a Sales quality process 16.00 – 16.30 Action Plans Agreed... Learn about: Target Market, IT risk, Sales strategy process...

...personal & team success 09:45 - 10:00 Characteristics of an emotion 10:00 - 10:30 The 5 Emotional Intelligence competencies 10.00- 1045 Break 10... Learn about: Emotional Intelligence, Intelligence Analysis, Team Training...

...best practice and will invite delegates to contribute their own experience to further develop and enshrine appropriate contract management styles and techniques... Learn about: Core Principles, Contract Management Tools, Management Information Systems...

...16:30 - 16:45 Summary & Action Plans Agreed... Learn about: Sales Training, Sales Management, Closing Skills...