Excellent Customer Care - Incoming Calls
Training Description
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.
This customer care training course is available throughout the UK.
CPD Value 5.5 Hours
CPD = Continuous Professional Development (All PTP courses are approved for CPD by the Law Society and meet the standards expected of all professional bodies).
Delegates who attended this Excellent Customer Care - Incoming Calls course said:
Very effective and positive course. - Talicza Stevens, Orvis
Very helpful and informative course. - Rose Catchpole, Orvis
The presentation was delivered well with different teaching techniques. Very good course! - Nicola Hill, E*Trade Securities
This course should be compulsory when joining Metroline. - Stephen Murdoch, Wypte Metro
I really enjoyed refreshing my knowledge today. - Jennifer Beare, SBA Ltd
Found the course to be extremely well conducted by Tracey Richards. - David Taylor, Associated Newspapers Ltd
Excellent content & delivery. - Kerry Brittain, Loss Management Group
Good to have a course to so few delegates which meant it could be tailored to our needs. - Judith Ainliffe-Jones, Bristol City Council
It really has given me enough knowledge & more confidence to deal with escalating complaints. - Adam Laurence, Carpetright
It was excellent. - Leonie Hollins, Cosmic Fireworks
I thought the course was very useful and appropriate to my role and was enjoyable. Would recommend! - Natalie Cassata, Global Crossing
It was excellent. - Leonie Hollins, Cosmic Fireworks
It really has given me enough knowledge & more confidence to deal with escalating complaints. - Adam Lawrence, Carpetright
I thought the course was very useful and appropriate to me and very enjoyable. Would recommend! - Natalie Cassata, Global Crossing
Well run course, very interesting with group interaction all the time. - Jo Hughes, Bagshot Travel
Very informative & useful. - Jim Mercer, Alternative Route Finance
Good to have a course for so few delegates which meant it could be very tailored to our needs. - Judith Cunliffe-Jones, Bristol City Council
Excellent content & delivery. - Kerry Brittain, Loss Management Group
I really enjoyed refreshing my knowledge today. - Jennifer Beare, SBA Ltd
Found the course to be extremely well conducted by Tracey Richards. - David Taylor, Associated Newspapers Ltd
An excellent presentation. - Heather Channing, Survey Supplies Ltd
The Course Suits
Any person involved in taking incoming calls from 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
Course Timetable
09:30 - 10:00 Coffee & Introduction.
10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service.)
10:30 - 11:15 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
11:30 - 12:00 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)
12:00 - 12:45 Negotiating Skills on The Telephone
12:45 - 14:00 Lunch Break.
14:00 - 14:45 Task 3: What Are Our Customers Main Objections? (Delegates discuss best practice)
14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
15:30 - 16:30 Golden Rules For Achieving Excellent Customer Care (Dealing with complaints and enquiries)
16:30 Summary & Action Plans Agreed
© PTP/102
Excellent Customer Care - Incoming Calls training course available to book:
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