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Call Centre - Achieving Best Practice
Call Centre - Achieving Best Practice
Training Description
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 understand and implement a series of measures to ensure that their business is always seen in the best light.The Course Suits
Anyone working in a call centre environment that wishes to improve their performance when dealing with customers.Training Benefits
- Greater confidence when taking incoming calls
- Telephone 'etiquette' when answering, holding or transferring calls
- Understand the importance of customer care in relation to incoming calls
- How to handle complaints in a positive way Agreeing best practice methods
- Agreeing best practice methods
Course Timetable
09:30 - 09:45 Coffee & Introduction.
09:45 - 10:45 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service.)
10:45 - 11:00 Incoming Calls - The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary)
11:00 - 11:15 Coffee Break
11:15 - 11:45 Task 2: What Are Your Objectives?
11:45 - 12:45 Delegates to Mark Pre-recorded Customer Complaints Calls (Here delegates use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)
12:45 - 13:00 Review of Morning Activities
13:00 - 14:00 Lunch
14:00 - 14:30 Customer Care - Best Practice (Dealing with difficult situations, remaining calm under stress.)
14:30 - 15:30 Role Plays
15:30 - 16:30 Best Role Plays Repeated to Whole Group
16:30 Summary and Action Plans Agreed
© PTP/510a
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