Customer Care - Incoming and Outgoing Calls

1 Day
Manchester 30th Jul 2025
18th Aug 2025
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 and outbound calls. 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

Customer Care - Incoming and Outgoing Calls London
Customer Care - Incoming and Outgoing Calls Manchester
Customer Care - Incoming and Outgoing Calls Nottingham
Customer Care - Incoming and Outgoing Calls Birmingham
Customer Care - Incoming and Outgoing Calls Bristol
Customer Care - Incoming and Outgoing Calls Edinburgh
Customer Care - Incoming and Outgoing Calls Leeds

Related Courses

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

Telephone Techniques - Incoming & Outgoing Calls
How to Be Great at Telephone Cold Calling - Half Day (am)
Gaining Commitment on the Telephone
Dealing with Incoming Calls Positively
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Generating New Business by Telephone

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 Outgoing Calls – Your Objectives – Role Plays

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

16:30 Summary and Action Plans Agreed

Testimonials

Excellent course. Well worth it.

Steve Cox, McDowell & Co Ltd t/a Leemic

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
  • Design a scoring system that is used on the course and can be used at work
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
30th Jul 2025
Manchester
£450.00
4th Aug 2025
Edinburgh
£450.00
Places
7th Aug 2025
Leeds
£450.00
Places
8th Aug 2025
Nottingham
£450.00
Places
21st Aug 2025
London
£450.00
Places
22nd Aug 2025
Bristol (Clifton)
£450.00
Places
27th Aug 2025
Manchester
£450.00
Places
1st Sep 2025
Leeds
£450.00
Places
5th Sep 2025
Edinburgh
£450.00
Places
5th Sep 2025
Birmingham
£450.00
Places
View 82 more available dates
11th Sep 2025
Nottingham
£450.00
Places
15th Sep 2025
London
£450.00
Places
17th Sep 2025
Edinburgh
£450.00
Places
25th Sep 2025
Manchester
£450.00
Places
26th Sep 2025
Birmingham
£450.00
Places
30th Sep 2025
Leeds
£450.00
Places
2nd Oct 2025
Bristol (Clifton)
£450.00
Places
13th Oct 2025
Edinburgh
£450.00
Places
16th Oct 2025
Birmingham
£450.00
Places
27th Oct 2025
London
£450.00
Places
31st Oct 2025
Bristol (Clifton)
£450.00
Places
4th Nov 2025
Nottingham
£450.00
Places
7th Nov 2025
Manchester
£450.00
Places
7th Nov 2025
Leeds
£450.00
Places
11th Nov 2025
Nottingham
£450.00
Places
14th Nov 2025
Manchester
£450.00
Places
18th Nov 2025
London
£450.00
Places
24th Nov 2025
Bristol (Clifton)
£450.00
Places
27th Nov 2025
Leeds
£450.00
Places
1st Dec 2025
Birmingham
£450.00
Places
3rd Dec 2025
Edinburgh
£450.00
Places
10th Dec 2025
Nottingham
£450.00
Places
15th Dec 2025
Manchester
£450.00
Places
17th Dec 2025
Birmingham
£450.00
Places
22nd Dec 2025
Leeds
£450.00
Places
29th Dec 2025
London
£450.00
Places
31st Dec 2025
Bristol (Clifton)
£450.00
Places
7th Jan 2026
London
£450.00
Places
8th Jan 2026
Nottingham
£450.00
Places
12th Jan 2026
Manchester
£450.00
Places
12th Jan 2026
London
£450.00
Places
14th Jan 2026
Bristol (Clifton)
£450.00
Places
15th Jan 2026
Edinburgh
£450.00
Places
16th Jan 2026
Birmingham
£450.00
Places
19th Jan 2026
Nottingham
£450.00
Places
19th Jan 2026
Birmingham
£450.00
Places
21st Jan 2026
Manchester
£450.00
Places
26th Jan 2026
Leeds
£450.00
Places
26th Jan 2026
London
£450.00
Places
28th Jan 2026
Edinburgh
£450.00
Places
2nd Feb 2026
Nottingham
£450.00
Places
9th Feb 2026
London
£450.00
Places
13th Feb 2026
Leeds
£450.00
Places
16th Feb 2026
Edinburgh
£450.00
Places
16th Feb 2026
Birmingham
£450.00
Places
18th Feb 2026
Manchester
£450.00
Places
19th Feb 2026
Bristol (Clifton)
£450.00
Places
23rd Feb 2026
Leeds
£450.00
Places
23rd Feb 2026
Birmingham
£450.00
Places
21st Aug 2026
London
£450.00
Places
24th Aug 2026
Bristol (Clifton)
£450.00
Places
26th Aug 2026
Manchester
£450.00
Places
1st Sep 2026
Leeds
£450.00
Places
7th Sep 2026
Edinburgh
£450.00
Places
7th Sep 2026
Birmingham
£450.00
Places
11th Sep 2026
Nottingham
£450.00
Places
15th Sep 2026
London
£450.00
Places
17th Sep 2026
Edinburgh
£450.00
Places
25th Sep 2026
Manchester
£450.00
Places
28th Sep 2026
Birmingham
£450.00
Places
30th Sep 2026
Leeds
£450.00
Places
2nd Oct 2026
Bristol (Clifton)
£450.00
Places
13th Oct 2026
Edinburgh
£450.00
Places
16th Oct 2026
Birmingham
£450.00
Places
27th Oct 2026
London
£450.00
Places
2nd Nov 2026
Bristol (Clifton)
£450.00
Places
4th Nov 2026
Nottingham
£450.00
Places
9th Nov 2026
Manchester
£450.00
Places
9th Nov 2026
Leeds
£450.00
Places
11th Nov 2026
Nottingham
£450.00
Places
16th Nov 2026
Manchester
£450.00
Places
18th Nov 2026
London
£450.00
Places
24th Nov 2026
Bristol (Clifton)
£450.00
Places
27th Nov 2026
Leeds
£450.00
Places
1st Dec 2026
Birmingham
£450.00
Places
3rd Dec 2026
Edinburgh
£450.00
Places
10th Dec 2026
Nottingham
£450.00
Places
15th Dec 2026
Manchester
£450.00
Places
17th Dec 2026
Birmingham
£450.00
Places
22nd Dec 2026
Leeds
£450.00
Places
29th Dec 2026
London
£450.00
Places
31st Dec 2026
Bristol (Clifton)
£450.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,150.00
6-10 delegates £1,600.00
Each additional £100.00
1-2-1 Executive Coaching
½ day on-site£1,250.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£450.00
Please choose a training location
Duration
Places
Book your place on one of our online courses...
18th Aug 2025
Full Day
£325.00
Places
18th Sep 2025
Full Day
£325.00
Places
20th Oct 2025
Full Day
£325.00
Places
18th Nov 2025
Full Day
£325.00
Places
8th Dec 2025
Full Day
£325.00
Places
19th Jan 2026
Full Day
£325.00
Places
17th Feb 2026
Full Day
£325.00
Places
16th Mar 2026
Full Day
£325.00
Places
1st Apr 2026
Full Day
£325.00
Places
18th May 2026
Full Day
£325.00
Places
View 7 more available dates
17th Jun 2026
Full Day
£325.00
Places
17th Jul 2026
Full Day
£325.00
Places
17th Aug 2026
Full Day
£325.00
Places
18th Sep 2026
Full Day
£325.00
Places
20th Oct 2026
Full Day
£325.00
Places
18th Nov 2026
Full Day
£325.00
Places
8th Dec 2026
Full Day
£325.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £800.00
Each additional £325.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£650.00
1 day 1-2-1 virtually£650.00
U-Choose Virtual Training
Per delegate£325.00
Places
Duration