Call Centre - Achieving Best Practice

1 Day
Leeds 18th Jul 2022
1st Jul 2022
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 is worth 5.5 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
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
1st Jul 2022
Full Day
£280.00
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2nd Aug 2022
Full Day
£280.00
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2nd Sep 2022
Full Day
£280.00
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3rd Oct 2022
Full Day
£280.00
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2nd Nov 2022
Full Day
£280.00
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2nd Dec 2022
Full Day
£280.00
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18th Jan 2023
Full Day
£280.00
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15th Feb 2023
Full Day
£280.00
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1st Mar 2023
Full Day
£280.00
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12th Apr 2023
Full Day
£280.00
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View 8 more available dates
11th May 2023
Full Day
£280.00
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8th Jun 2023
Full Day
£280.00
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30th Jun 2023
Full Day
£280.00
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1st Aug 2023
Full Day
£280.00
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1st Sep 2023
Full Day
£280.00
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2nd Oct 2023
Full Day
£280.00
Places
1st Nov 2023
Full Day
£280.00
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1st Dec 2023
Full Day
£280.00
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...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 Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
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Book your place on one of our scheduled courses...
18th Jul 2022
Leeds
£430.00
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2nd Aug 2022
Birmingham
£430.00
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19th Aug 2022
Edinburgh
£430.00
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6th Sep 2022
London
£430.00
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29th Sep 2022
Bristol (Clifton)
£430.00
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26th Oct 2022
Nottingham
£430.00
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8th Nov 2022
Manchester
£430.00
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17th Jan 2023
London
£430.00
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18th Jan 2023
Leeds
£430.00
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13th Feb 2023
Birmingham
£430.00
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View 13 more available dates
24th Feb 2023
Edinburgh
£430.00
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23rd Mar 2023
Nottingham
£430.00
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28th Mar 2023
London
£430.00
Places
28th Apr 2023
Bristol (Clifton)
£430.00
Places
5th Jun 2023
Manchester
£430.00
Places
16th Jun 2023
London
£430.00
Places
17th Jul 2023
Leeds
£430.00
Places
1st Aug 2023
Birmingham
£430.00
Places
18th Aug 2023
Edinburgh
£430.00
Places
5th Sep 2023
London
£430.00
Places
28th Sep 2023
Bristol (Clifton)
£430.00
Places
25th Oct 2023
Nottingham
£430.00
Places
7th Nov 2023
Manchester
£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 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
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