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Dealing with Incoming Calls Positively
Dealing with Incoming Calls Positively
Training Description
The main focus of this course is complaint-handling - it can be very dispiriting if an operator is dreading their next call because he or she knows it is going to be another one where they are going to be shouted at or held responsible for their company's perceived failings. This course attempts to overcome that dread by accentuating the positive and by preparing suitable responses to difficult situations.The Course Suits
Anyone receiving challenging telephone calls that wishes to improve their confidence and performance.Training Benefits
- To increase confidence in taking all incoming calls
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
Course Timetable
(Split into two groups)
09:30 GROUP 1 Task 1: What Do We Hate About Calling Other Companies?
09:45 Incoming Calls - The Basics
10:00 Task 2: What Do You Really Want From These Calls?
10:40 GROUP 2 AS ABOVE
12:00 One to One Supervision
14:00 GROUP 1 Task 3: What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
14:20 Golden Rules For Achieving Excellent Customer Care
14:40 GROUP 2 AS ABOVE
15:30 One to One Supervision
16:15 - 16:30 Both Groups Together - Feedback and evaluations
16:30 Summary & Action Plans Agreed
© PTP/104
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Description:
The five DVDs in this set are taken from the award winning People Skills series.
The titles (Dealing with Conflict, Mediating Disputes, Handling Difficult People, Giving Bad News and Disscipline Interviewing) cover the skills that are most rare in managers and yet which, because of an increasing responsibility for all aspects of the performance and management of their team, are now very much a requirement for all managers.
Duration: 75 minutes
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