Call Centre - Achieving Best Practice

1 Day
Leeds 19th Jun 2024
28th Jun 2024
5.5 hours

Course Overview

This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Call Centre - Achieving Best Practice London
Call Centre - Achieving Best Practice Manchester
Call Centre - Achieving Best Practice Nottingham
Call Centre - Achieving Best Practice Birmingham
Call Centre - Achieving Best Practice Bristol
Call Centre - Achieving Best Practice Edinburgh
Call Centre - Achieving Best Practice Leeds

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

Timetable

09:30 - 09:45 Coffee & Introduction.

09:45 - 10:45 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service.)

10:45 - 11:00 Incoming Calls - The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary)

11:00 - 11:15 Coffee Break

11:15 - 11:45 Task 2: What Are Your Objectives?

11:45 - 12:45 Delegates to Mark Pre-recorded Customer Complaints Calls (Here delegates use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)

12:45 - 13:00 Review of Morning Activities

13:00 - 14:00 Lunch

14:00 - 14:30 Customer Care - Best Practice (Dealing with difficult situations, remaining calm under stress.)

14:30 - 15:30 Role Plays

15:30 - 16:30 Best Role Plays Repeated to Whole Group

16:30 Summary and Action Plans Agreed

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 Agreeing best practice methods
  • Agreeing best practice methods
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
19th Jun 2024
Leeds
£430.00
28th Jun 2024
Edinburgh
£430.00
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4th Jul 2024
Nottingham
£430.00
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12th Jul 2024
London
£430.00
Places
15th Jul 2024
Leeds
£430.00
Places
17th Jul 2024
Bristol (Clifton)
£430.00
Places
22nd Jul 2024
Manchester
£430.00
Places
26th Jul 2024
Edinburgh
£430.00
Places
30th Jul 2024
Birmingham
£430.00
Places
2nd Aug 2024
Nottingham
£430.00
Places
View 34 more available dates
6th Aug 2024
Birmingham
£430.00
Places
15th Aug 2024
Leeds
£430.00
Places
16th Aug 2024
Bristol (Clifton)
£430.00
Places
16th Aug 2024
Edinburgh
£430.00
Places
27th Aug 2024
Manchester
£430.00
Places
28th Aug 2024
London
£430.00
Places
3rd Sep 2024
London
£430.00
Places
4th Sep 2024
Nottingham
£430.00
Places
10th Sep 2024
Birmingham
£430.00
Places
20th Sep 2024
Leeds
£430.00
Places
24th Sep 2024
Manchester
£430.00
Places
26th Sep 2024
Bristol (Clifton)
£430.00
Places
27th Sep 2024
Edinburgh
£430.00
Places
1st Oct 2024
Birmingham
£430.00
Places
4th Oct 2024
London
£430.00
Places
14th Oct 2024
Bristol (Clifton)
£430.00
Places
22nd Oct 2024
Leeds
£430.00
Places
23rd Oct 2024
Nottingham
£430.00
Places
25th Oct 2024
Manchester
£430.00
Places
30th Oct 2024
Edinburgh
£430.00
Places
1st Nov 2024
Nottingham
£430.00
Places
5th Nov 2024
Manchester
£430.00
Places
13th Nov 2024
Edinburgh
£430.00
Places
15th Nov 2024
Bristol (Clifton)
£430.00
Places
19th Nov 2024
Birmingham
£430.00
Places
26th Nov 2024
London
£430.00
Places
28th Nov 2024
Leeds
£430.00
Places
3rd Dec 2024
Nottingham
£430.00
Places
6th Dec 2024
Birmingham
£430.00
Places
11th Dec 2024
London
£430.00
Places
13th Dec 2024
Bristol (Clifton)
£430.00
Places
16th Dec 2024
Leeds
£430.00
Places
18th Dec 2024
Manchester
£430.00
Places
20th Dec 2024
Edinburgh
£430.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Executive Coaching
½ day on-site£750.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£430.00
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Book your place on one of our online courses...
28th Jun 2024
Full Day
£280.00
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30th Jul 2024
Full Day
£280.00
Places
30th Aug 2024
Full Day
£280.00
Places
30th Sep 2024
Full Day
£280.00
Places
30th Oct 2024
Full Day
£280.00
Places
29th Nov 2024
Full Day
£280.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£280.00
Places
Duration