PTP Training & Marketing Ltd courses

...Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace. How to handle... Learn about: Incoming Calls, Customer Care...

...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, Handling Complaints, Customer Complaints Calls...

...implication and how to put things right A greater understanding of the basic financial acts that govern what we do How to measure and track customer excellence... Learn about: Finance Economics, Finance Market, Financial acts...

...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, Developing Questions, Role Plays...

...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: Difficult Exercise, Difficult People, Customer Types...

...Feedback and evaluations 16:30 Summary & Action Plans Agreed... Learn about: Incoming Calls, Customer Care, 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: Skills sets, Via Email...

...the advantages of using it. 14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria... Learn about: Communication Skills, Customer Service, Communication design...

...opportunity to measure how well you are doing and work on improvement areas An increase in confidence in dealing with visitors Enhancing the Visitors Experience... Learn about: Visitors Experience, Course Objectives, Customer Care...

...Incoming Calls - Timetable 09:30 - 10:00 Coffee & Introduction. 10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover... Learn about: Customer Care, Customer satisfaction, Customer Retention...

...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 satisfaction, Customer Relationship Management, Customer relationship...

...Effective questioning techniques. Three essential skills of knowing the customer. Questioning, Listening, Action. 12.45 – 13.45: Lunch 13.45 – 14.45... Learn about: Customer relationship, Customer Relationship Management, Customer Service...

...Greater confidence when taking incoming calls Telephone etiquette when answering, holding or transferring calls Understand the importance of customer... Learn about: Telephone Calls, Telephone answering, Incoming Telephone Calls...

...10:00 Coffee & Introduction 10:00 - 10:30 What makes for good customer care 10:30 - 11:00 Getting it Right - Building on your Good Practices 11:00... Learn about: Customer Retention, Customer Retention Strategy, Customer Service...

...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 Skills, Communication Training, Communications Planning...

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

...Developing a sales strategy process – Consider our brand, identify risk. Therefore include and develop a risk matrix to ensure a fall back plan Identifying... Learn about: Sales strategy process, Sales Strategy, Target Market...

...linked to the 5 EI competencies which impact on individual & team performance, with unique content across a range of subject areas. It includes... Learn about: Team Training, Intelligence Analysis, Emotional Intelligence...

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

...12:45 Role Play 2 (Delegates choose their 3 favourite closes and in pairs practise them on each other.) 12:45 - 13:45 Lunch 13:45 - 14:15 Role Play... Learn about: Negotiation Skills, Sales Management, Sales Trends...