Call Centre - Achieving Best Practice

1 Day
Bristol (Clifton) 30th Sep 2021
4th Oct 2021
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...
4th Oct 2021
Full Day
£280.00
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3rd Nov 2021
Full Day
£280.00
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3rd Dec 2021
Full Day
£280.00
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19th Jan 2022
Full Day
£280.00
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16th Feb 2022
Full Day
£280.00
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2nd Mar 2022
Full Day
£280.00
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13th Apr 2022
Full Day
£280.00
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12th May 2022
Full Day
£280.00
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9th Jun 2022
Full Day
£280.00
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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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...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
Places
Book your place on one of our scheduled courses...
30th Sep 2021
Bristol (Clifton)
£430.00
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27th Oct 2021
Nottingham
£430.00
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9th Nov 2021
Manchester
£430.00
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18th Jan 2022
London
£430.00
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19th Jan 2022
Leeds
£430.00
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14th Feb 2022
Birmingham
£430.00
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25th Feb 2022
Edinburgh
£430.00
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24th Mar 2022
Nottingham
£430.00
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29th Mar 2022
London
£430.00
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29th Apr 2022
Bristol (Clifton)
£430.00
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View 9 more available dates
6th Jun 2022
Manchester
£430.00
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17th Jun 2022
London
£430.00
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18th Jul 2022
Leeds
£430.00
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2nd Aug 2022
Birmingham
£430.00
Places
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
Places
26th Oct 2022
Nottingham
£430.00
Places
8th Nov 2022
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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