Skip to main content

Print Page
Home / Training Courses / Excellent Customer Care - Incoming Calls

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

Please Choose from the list below:

Excellent Customer Care - Incoming Calls training course available to book:

Special offers and deals for Excellent Customer Care - Incoming Calls courses
Training Location Training Date Training Discount Book Trainging
Glasgow 11-09-2008 £332.00 Book Excellent Customer Care - Incoming Calls Course Online
Excellent Customer Care - Incoming Calls courses
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

Book inhouse

To book the Excellent Customer Care - Incoming Calls course as an in-house programme click here (£1600 per day for up to 10 delegates)

date:  change date

Book One to One

To book 1- to-1 coaching based on the Excellent Customer Care - Incoming Calls course click here (£600 per session)

date:
 change date am pm

Book U-Choose

To book the Excellent Customer Care - Incoming Calls course through our U-Choose product select location below (£415 per delegate min 2 delegates):

date:  change date
location:

Related Items:
There's no related items for that course.