Yorkshire courses

...of the foundations of a project developed through detailed planning and implementation An understanding of benefits of sound preparation and resourcing... Learn about: IT Project Management, Project considerations, Project Management...

...– Your Objectives – Role Plays 15:30 – 16:30 Best Role Plays Repeated to Whole Group 16:30 Summary and Action Plans Agreed... Learn about: Customer Complaints Calls, Incoming Calls, Customer Care...

...service levels Well rehearsed answers to complaints and compliments How to turn complaints and compliments into more business Customer Satisfaction as a Selling... Learn about: Customer Care, Role Plays, Customer satisfaction...

...This course is aimed at non financial managers and others in positions where an understanding of finance will help them be more effective in their main... Learn about: Financial Training, Financial Reports, Financial Data...

...Business Skills for Administrators - Benefits Expertise in dealing with interruptions An understanding of how tasks can be better organised... Learn about: Organisational Skills, Health & Safety quiz, Works styles...

...This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course... Learn about: Best Practice, Handling Complaints, Correct Vocabulary...

...Customer Excellence for Finance Staff - Timetable 09:30 - 09:45 Coffee & Course Objectives 09:45 - 10:30 Customer Excellence (What does it mean to... Learn about: Customer Expectations, Finance Economics, Plans Agreed...

...on how to prioritise and determine the right approach depending on type and nature of contracts An understanding of the risks of supplier default and... Learn about: Management Tools, Management Information Systems, Contract management...

...The aim of this 1 day workshop style course is to equip marketing and sales people with the financial knowledge they need to fulfil their role and appreciate... Learn about: Fundamentals of costing, Loss Account, Ratios and measures...

...Situations 15:30 - 16:30 Measuring Visitor Satisfaction 16:30 Summary and Action Planning... Learn about: Good Practices, Customer Care, Visitor Satisfaction...

...This 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical... Learn about: Incoming Telephone Calls, Telephone answering, Outgoing calls...

...face to face Steering conversations with effective questioning 12.45 – 13.30 Lunch 13.30 – 14.00 Accurate and Active listening skills Taking and leaving... Learn about: Communication Skills, Communication Training, Body Language...

...Working Capital: Current Ratios, Debtors Ratio, Business Trends) 12:30 - 13:00 Finance in the Business (The business cycle, planning, target setting... Learn about: Financial Training, Balance Sheet, Financial Terms...

...you can sustain the financial health of your company and improve profitability and cash flow. The course is designed for busy profit responsible or cost centre managers... Learn about: Measures of performance, Fundamentals of costing, Profit and Loss Account...

...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...

...credit, procurement or other business decisions. An understanding of the purpose and content of the three financial statements and how they relate to one another... Learn about: Balance Sheet, Profit and Loss and Balance Sheet, Financial Training...

...Half Day (pm) - Timetable 13:20 - 13:30 Introduction & Course Objectives 13:30 - 14.15 Accounting issues and interpreting the Profit and Loss and Balance Sheet 14:15... Learn about: Financial Training, Financial measurements, Profit and Loss...

...Timetable 09:30 - 10:00 Coffee & Course Objectives 10:00 - 10:30 Establish the Business Priorities - What\'s in a Budget? (What are the key activities... Learn about: Business priorities, Business Risk, Business Analyst...

...operating v capital expenses, the Balance Sheet, the Profit and Loss Account, the Cash Flow Statement, key financial rations and key finance terminology Break 1 11:00... Learn about: Financial acts, Decision Making, Financial Risk...

...from how to make a good first impression, to the use of correct vocabulary and paying attention to detail. Through interactive workshops and role-playing... Learn about: Customer relationship, Customer Care, Customer Retention...