Yorkshire courses

...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, Correct Vocabulary, Call Centre...

...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 Market, Plans Agreed, 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: Management Tools, Contract management, Core Principles...

...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, Financial Training, Loss Account...

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

...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, Incoming Telephone Calls, Incoming 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: Body Language, Communication Training, 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: Balance Sheet, 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, Financial Training, Fundamentals of costing...

...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: Telephone answering, Communication design, 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: Financial Training, Accounting Issues, Accounting Concepts...

...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, Financial measurements, 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 Analyst, Business Studies, Business Finance...

...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 Managers, 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 satisfaction, Excellent Customer Care, Customer relationship...

...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: Sales Training, Customer Service Skills, Customer relationship...

...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: Communication Skills, Communication Training, Time management...

...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: Communication Skills, Sales Training, Sales Techniques...

...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 satisfaction, Customer Manager, Customer Relationship Management...

...How and when to use over 20 types of closes Greater ability to handle objections Gain greater confidence to close in difficult situations Advanced Closing Skills... Learn about: Closing Skills, Time management, Marketing Communications...