Yorkshire courses

...Business Skills for Administrators - Benefits Expertise in dealing with interruptions An understanding of how tasks can be better organised... Learn about: Data Protection, Business skills, Organisational Skills...

...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, Call Centre, First Impressions...

...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: Finance Economics, Customer Excellence, Financial acts...

...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: Core Principles, Management Tools, Management Information Systems...

...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, Financial Training, Sales Training...

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

...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: Outgoing calls, Telephone Calls, Telephone answering...

...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, Communications Planning, 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 Reports, Financial Training, Financial Ratios...

...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: Cash Flow, Balance Sheet, Financial Training...

...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 design, Communication Training, Customer Service...

...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: Accounting Concepts, Cash Flow, Profit and Loss and Balance Sheet...

...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 measurements, Balance Sheet, Cash Flow...

...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 Risk, Business priorities, Business Studies...

...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 Risk, Financial Terms, Decision Making...

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

...report their findings back to the group) 15:00 - 15:15 Delegates to Critique Taped Calls 15:30 - 16:30 Visual Communication (This final session gets delegates... Learn about: Customer Service Skills, Customer Care, Communication Training...

...body and close) 11:15 - 11:30 Coffee break 11:30 - 12:00 Short Presentations (cont.) 12:00 - 12:30 Feedback and Discussion: Our Styles and Target Audience... Learn about: Time management, Marketing Communications, Speaking Skills...

...and looking at potential alternatives 12.30 – 13.00 An opportunity to practice 13.00 – 14.00 Lunch Break 14.00 – 14.30 How to avoid deadlocks in your negotiations... Learn about: Negotiation Skills, Sales Training, Time management...

...15.45 – 16.45: Developing an Action Plan for changes you can make to increase customer satisfaction by really knowing your customer. 16:45 – 17:00 Summary... Learn about: Customer Care, Customer relationship, Customer satisfaction...