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...

...10:45 – 11:00 Incoming Calls – The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary) 11:00 – 11:15 Coffee... Learn about: Customer Care, Incoming Calls, Customer Complaints Calls...

...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, Finance Market, Customer Excellence...

...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: Customer satisfaction, Customer Care, Contact and Developing...

...13:45 Lunch 13:45 - 15:15 Communication - Negative Words/Danger Phrases Winning Words/Power Phrases Assertive Communication 15:15 - 15:30 Coffee 15:30... Learn about: Difficult People, Customer Complain, Customer Types...

...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: Customer Care, Incoming Calls, Excellent Customer Care...

...How you can compose an outstanding email Understanding the limitations of verbal skills and making the best of this immediate form of communication Creation... Learn about: Via Email, Skills sets...

...– 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 design, Telephone answering, Communication Skills...

...The ability to develop a greater awareness of the visitors perspective and needs An improved understanding of your own strengths and improvement areas... Learn about: Care Skills, Customer Care Skills, Customer Care...

...15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively) 15:30 - 16:30 Golden Rules For Achieving Excellent Customer... Learn about: Customer satisfaction, Excellent Customer Care, Customer Care...

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

...The ability to understand your customer is essential for every successful business to enable it to grow. This inspirational and interactive course gives you the skills... Learn about: Customer Care, Customer Service Skills, Customer relationship...

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

...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 Retention Strategy, Customer Care, Customer Care Skills...

...– 11.00 Overview of 21st century customer communication. Who are our customers? What makes people feel valued? The service equation. Critical points that... Learn about: Communications Planning, Communication Training, Communication face...

...meet and exceed customer expectations Through the Customers' Eyes - Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:30 The... 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...

...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...

...poor performance using common contractual remedies and how to effect change and variation through contract mechanisms; We will explore what skills... Learn about: Management Information Systems, Contract Management Tools, Management Tools...

...(Energetic role play) 14:15 - 15:00 Dealing With Objections Effectively (Types of objections, pre-handling objections, answering objections)... Learn about: Closing Skills, Sales Training, Negotiation Skills...