Dealing with Incoming Calls Positively training

Course Overview

The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course also advises on how to deal with upset/angry callers. It is very practical and when based on-site, includes the delegates receiving live calls and getting instant feedback from the trainer.

This Dealing with Incoming Calls Positively course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Dealing with Incoming Calls Positively London
Dealing with Incoming Calls Positively Manchester
Dealing with Incoming Calls Positively Nottingham
Dealing with Incoming Calls Positively Birmingham
Dealing with Incoming Calls Positively Bristol
Dealing with Incoming Calls Positively Edinburgh
Dealing with Incoming Calls Positively Leeds

Related Courses

Here is a selection of courses that we think you might also be interested in.

Closing Incoming Calls Effectively
Telephone Techniques - Incoming & Outgoing Calls
Call Centre - Achieving Best Practice
Customer Satisfaction as a Selling Tool
Winning More Business on the Telephone

This course qualifies for Continuous Professional Development hours. Learn more about CPD

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

Testimonials

Excellent presentation.

David Speed, Imperial Commercials

Very helpful and interesting course.

Steph Nightingale, Imperial Commercials Ltd

Found course very helpful.

Danny Whittaker, N.W.T.

It is important all our staff do this course.

Peter Tomlinson, Imperial Commercials Ltd

I found the course very beneficial.

Ben Adams, Firwood Truck Centre

Excellent presentation and very good logical advice - Thank you

Philip Baggard, Tate & Lyle Sugars,

Good course tailored to individual needs

Ramla Chall-Bange, No5 Chambers

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