Yorkshire courses

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

...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, Developing Questions, Contact and Developing...

...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, Business context, Financial Data...

...Business Skills for Administrators - Benefits Expertise in dealing with interruptions An understanding of how tasks can be better organised... Learn about: Business skills, Works styles, 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: Correct Vocabulary, Best Practice, Handling Complaints...

...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, Customer Excellence...

...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, Contract management, Contract Management Tools...

...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: Sales Training, Ratios and measures, Loss Account...

...Situations 15:30 - 16:30 Measuring Visitor Satisfaction 16:30 Summary and Action Planning... Learn about: Care Skills, Visitors Experience, Public Sector...

...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, Telephone 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: Customer communication, Communication Skills, Communication design...

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

...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: Financial Training, Fundamentals of costing, Cash Flow...

...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: Customer Service, Telephone answering, 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: Profit and Loss and Balance Sheet, Balance Sheet, Cash Flow...

...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: Profit and Loss, Cash Flow, Financial measurements...

...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 Studies, 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 Training, Financial Reports, Financial acts...

...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 Service, 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, Sales Training, Customer Care...