This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's that increases customer loyalty. Delegates will be come experts in delivering excellent customer service levels on the phone and ensure their email skills are highly professional.
09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives. 10:00 – 10:30 Email and Telephone. The big difference. (This part of the course clearly identifies the skill sets we need for these two unique forms of communication) 10:30 – 11:00 Don't put me on hold!! (We will be doing exercises to establish what annoys us and delights us personally with regard to telephone and email and how we can apply this to our own business) 11:00 – 11.30 Moments of truth. Best practice on the telephone and email. 11:30 – 12:00 Current and effective communication skills. The power of tone awareness. How can we be outstanding on the telephone? 12:00 – 12:30 The 6 key components of active listening. (A great fun exercise to establish our own skills in active empathic listening techniques) 12:30 – 13:00 Questioning techniques. How different questions can open up conversation. 13:00 – 14:00 Lunch 14:00 – 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and the advantages of using it. 14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria for evaluating excellent customer service on the telephone) 15:15 – 16:00 Creation of our 10 top tips for our business for both telephone and email. 16.00 – 16:45 Summary and Action Plan agreed. What are we going to stop doing, keep doing and start doing from tomorrow?
Testimonials
Brilliant trainer!
Diana Araujo, Global Guardians
Very useful course.
Elisa Bellavita Urbanowski, Global Guardians
Really enjoyed the experience.
Jacqueline O'Donnell, Lift Maintenance Ltd
Really lovely trainer. Made me feel at ease. I originally felt negative towards the training but have walked away feeling positive and that I have learnt new skills.
Natalie Hayter, BV Dairy
Really enjoyed the course.
Jamie Shaw, RES
Great energy and enthusiasm by the trainer. The course was really practical with loads of good examples used.
Craig Murphy, RES
Benefits
Gives you all the tools you need to be outstanding on the telephone and via email
Develops your understanding of active empathic listening skills and how vital they are to delighting your customers
Incorporates a 10 top tips action plan that you can apply immediately to your business.
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
4th Aug 2021
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
Places
24th Aug 2021
Full Day
£280.00
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24th Sep 2021
Full Day
£280.00
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25th Oct 2021
Full Day
£280.00
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24th Nov 2021
Full Day
£280.00
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14th Dec 2021
Full Day
£280.00
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25th Jan 2022
Full Day
£280.00
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23rd Feb 2022
Full Day
£280.00
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23rd Mar 2022
Full Day
£280.00
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22nd Apr 2022
Full Day
£280.00
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23rd May 2022
Full Day
£280.00
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15th Jun 2022
Full Day
£280.00
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6th Jul 2022
Full Day
£280.00
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23rd Aug 2022
Full Day
£280.00
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23rd Sep 2022
Full Day
£280.00
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24th Oct 2022
Full Day
£280.00
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23rd Nov 2022
Full Day
£280.00
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13th Dec 2022
Full Day
£280.00
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...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
Places
Book your place on one of our scheduled courses...
8th Sep 2021
Birmingham
£430.00
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9th Sep 2021
London
£430.00
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29th Sep 2021
Manchester
£430.00
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5th Oct 2021
Edinburgh
£430.00
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12th Oct 2021
Nottingham
£430.00
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2nd Nov 2021
London
£430.00
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24th Nov 2021
Leeds
£430.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
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In-House Training with PTP
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
What you get for your money
A conference call with the trainer prior to delivery to ensure the course is tailored to your needs
Trainer’s travel & accommodation (within mainland UK) i.e. no hidden expenses – the price is fixed
Each delegate receives fully comprehensive training notes and a framed certificate of attendance
You have the option at no extra to cost to have your company logo on the course notes and/or the certificates
As we have over 200 courses in our portfolio we normally don’t charge for any development you require – only if you want a complete rewrite would you incur charges
Virtual Private Training with PTP
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
What you get for your money
A conference call with the trainer prior to delivery to ensure the course is tailored to your needs
Each delegate receives fully comprehensive training notes and a framed certificate of attendance
You have the option at no extra to cost to have your company logo on the course notes and/or the certificates
As we have over 200 courses in our portfolio we normally don’t charge for any development you require – only if you want a complete rewrite would you incur charges
What is 1-to-1 training?
1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site one to one training session at your premises with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.
You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the on-site visit.
Who does 1-to-1 training suit?
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?
A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site training at your premises and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.
What is 1-to-1 training?
1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) virtual one to one training session with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the session.
You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the online session.
Who does 1-to-1 training suit?
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?
A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) virtual one to one training session and then a further telephone conference call of up to an hour within 2 weeks of the session.
What is U-Choose?
Choose from any of the 150 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
How much does U-Choose Training cost?
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.
What is U-Choose?
Choose from any of the 150 plus courses that PTP provides on a date that suits you. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want when you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
How much does U-Choose Training cost?
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.