PTP Training & Marketing Ltd courses

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

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

...12:45 Developing Customer Excellence (Customer expectations, service evaluation) 12:45 - 13:45 Lunch break 13:45 - 14:45 Customer Complaints... Learn about: Financial acts, Customer Expectations, Finance Market...

...13:00 Role Plays 13:00 - 14:00 Lunch Break 14:00 - 15:00 Customer Care Role Plays in Groups 15:00 - 15:30 Developing Best Practice 15:30 - 16:30 Dealing... Learn about: Developing Questions, Contact and Developing, Role Plays...

...16:00 Why Does a Customer Complain? Dealing with Complaints 16:00 - 16:15 Structure for a Difficult Conversation 16:15 - 16:30 What Next? - Summary & Action Plans Agreed... Learn about: Strategies for Dealing, Difficult Exercise, Difficult People...

...The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course... 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...

...This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's... Learn about: Communication Training, Telephone answering, 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, Good Practices, Customer Care...

...(Dealing with complaints and enquiries) 16:30 Summary & Action Plans Agreed... Learn about: Excellent Customer Care, Customer Retention, Customer Service...

...way The ability to negotiate at all levels To understand the importance of excellent customer care in a sales environment How to say 'No' and retain Customer... Learn about: Customer Manager, Customer satisfaction, Customer Service Skills...

...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 Care, Customer Service, Customer Retention...

...and then makes live calls on a speaker phone to outside organisations allowing the delegates to mark the standards of how the calls are taken... Learn about: Outgoing calls, Incoming Telephone Calls, Incoming Calls...

...11:15 Coffee Break 11:15 - 12:45 Developing your Customer Care skills 12:45 - 13:00 Discussion and Action Points from the morning 13:00... Learn about: Customer Care, Customer Service, Customer Relationship Management...

...flow within the business Additional confidence Reception to Perfection - Timetable 09.30 – 10.00 Coffee, course objectives and personal objectives 10... Learn about: Communications Planning, Body Language, Customer communication...

...how good is the display etc.) 16:30 - 16:45 Summary & Action Plans Agreed... Learn about: Customer relationship, Customer Service Skills, Sales Training...

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

...to “govern” using EI techniques for personal & business success. Understand how to use EI to deliver individual & team goals Complete an EI self-assessment... Learn about: Emotional Intelligence, Team Training, Intelligence Analysis...

...knowhow are necessary to incentivise performance in accordance with the contract specification. Practical tips and knowhow will be passed on to enable... Learn about: Contract Management Tools, Management Tools, Management Information Systems...

...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: Negotiation Skills, Closing Skills, Sales Management...