PTP Training & Marketing Ltd courses

...12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details) 12:30 - 13:00 Being... Learn about: Customer Care, Incoming Calls...

...14:00 Lunch 14:00 – 14:30 Customer Care – Best Practice (Dealing with difficult situations, remaining calm under stress.) 14:30 – 15:30 Outgoing Calls... Learn about: Handling Complaints, Customer Complaints Calls, Incoming Calls...

...Why should we bother? The good v the bad) 10:30 - 11:00 Benefits of Delivering Customer Excellence 11:00 - 11:15 Coffee break 11:15 - 12:00 Know your Customers 12:00... Learn about: Plans Agreed, Finance Market, Customer Expectations...

...how to be pro-active with customer care and directly contact clients to ensure they are experiencing high levels of customer care. This will help identify satisfied... Learn about: Contact and Developing, Customer satisfaction, Customer Care...

...This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary... Learn about: Customer Types, Difficult Exercise, Strategies for Dealing...

...What Do We Hate About Calling Other Companies? 09:45 Incoming Calls - The Basics 10:00 Task 2: What Do You Really Want From These Calls? 10:40 GROUP... Learn about: Customer Care, Incoming Calls, Excellent Customer Care...

...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: 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: Communication Skills, Customer Service, Communication Training...

...Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:30 A Fresh Look at Your Job Roles 10:30 - 11:15 Getting it Right - Building on your Good Practices 11:15... Learn about: Customer Care, Visitors Experience, Public Sector...

...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 Retention, Customer relationship...

...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 Relationship Management, Customer relationship, Customer Care...

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

...15:30 - 16:15 Trainer makes outgoing calls LIVE and delegates mark how well calls are handled. 16:15 - 16:30 Golden Rules For Achieving Excellent Customer... Learn about: Incoming Calls, Incoming Telephone Calls, Telephone answering...

...14:00 Lunch 14:00 - 15:30 Handling Difficult Situations 15:30 - 16:30 Tracking and measuring satisfaction 16:30 Summary and Action Plans Agreed... Learn about: Customer Retention, Customer Service 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 design, Communication Skills, Communications Planning...

...techniques to help identify our customers' expectations and how we can meet and exceed them in both the sales and after sales roles. Understand the value... Learn about: Customer Service, Customer Service Skills, Sales Training...

...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 Training, Target Market, IT risk...

...of Political Awareness in the workplace and how through increased Political Awareness, teams & individuals will achieve more. As Plato said “One of the... Learn about: Emotional Intelligence, Intelligence Analysis, Team Training...

...efficiency and secure value for money through managing contracts well? 11:00 - 11:15 Coffee 11:15 - 12:30 Key Contract Management Tools: How do I get... Learn about: Management Tools, Contract Management Tools, Contract management...

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