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.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
0 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:
| Training Location | Training Date | Training Discount | Book Trainging |
|---|---|---|---|
| Glasgow | 11-09-2008 | £332.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Training Location | Training Date | Training Price | Book Trainging |
|---|---|---|---|
| Manchester (Airport) | 09-09-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Glasgow | 11-09-2008 | Now Special Offer! |
Book Excellent Customer Care - Incoming Calls Course Online |
| Bristol | 15-09-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| London (Liverpool St) | 17-09-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Birmingham (Solihull) | 26-09-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Leicester | 05-11-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Leeds | 07-11-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| Edinburgh | 10-11-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
| London (Liverpool St) | 27-11-2008 | £415.00 | Book Excellent Customer Care - Incoming Calls Course Online |
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