Call Centre - Achieving Best Practice course

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