Practical Training for Professionals
Bristol, Birmingham, Coventry, Edinburgh, Glasgow, Leeds, Leicester, London, Manchester, United Kingdom
http://www.ptp.co.uk/

How to say No and retain Customer Satisfaction

Saying ’No’ is particularly difficult when dealing with customers but there are occasions where this is the only sensible course of action. This course helps delegates manage customer’s expectations and how objections can be handled in a positive way. The Course Suits Any front-line staff who wish to improve their customer handling skills Training Benefits How to ha......
 

This excellent customer care course analyses typical customer frustrations and how to deal with awkward situations. It teaches professional telephone techniques 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 delegates will improve their customer-care skills when answering the telephone. ......
 

Designed specifically for front line staff in businesses, places of interest and tourist attractions, this course provides an overview of essential customer care skills and how the visitor can have an outstanding customer experience. The Course Suits Anyone working in a customer-facing role that wishes to improve their performance when dealing with visitors. Training Benefits A gr......
 

The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course also advises on how to deal with upset/angry callers. It is very practical and when based on-site, includes the delegates receiving live calls and getting instant feedback from the trainer. The Course Suits Anyone receiving challenging telephon......
 

This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people. The Course Suits Front line staff who wish to improve their skills at handling difficult people in challenging situations. Training Benefits Recognise classic profiles of difficult peopl......
 

This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence. The Course Suits Anyone working in a customer service role within a finance or collections environment. Training Benefits A greater understanding of the customers needs and how they rate customer excellence Understand why custom......
 

This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace. The Course Suits This practical and interactive customer care course ......
 

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, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to......
 

Why is it that some people seem able to consistently communicate better than others? Research has shown that it is because excellent communicators know how to use and interpret their own and other people’s non-verbal cues - i.e. body language, gestures, facial expression and tones of voice. Every time we talk, the body supplements our words with dozens of non-verbal elements. Most peop......
 

This assertiveness and building personal confidence programme helps delegates understand why it is sometimes hard to refuse demands and aims to build the skills necessary for behaving assertively in a practical manner. The Course Suits Anyone wishing to improve their assertiveness skills in the workplace. Training Benefits Develop confidence in the use of assertiveness skills Und......
 

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