Customer Care - Incoming and Outgoing Calls

1 Day
Edinburgh 27th Oct 2021
25th 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 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

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 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
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
25th Oct 2021
Full Day
£280.00
Places
24th Jan 2022
Full Day
£280.00
Places
22nd Feb 2022
Full Day
£280.00
Places
23rd May 2022
Full Day
£280.00
Places
22nd Aug 2022
Full Day
£280.00
Places
24th Oct 2022
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 Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
Places
Book your place on one of our scheduled courses...
27th Oct 2021
Edinburgh
£430.00
Places
29th Oct 2021
Nottingham
£430.00
Places
12th Nov 2021
Leeds
£430.00
Places
12th Nov 2021
London
£430.00
Places
18th Nov 2021
Bristol (Clifton)
£430.00
Places
25th Nov 2021
Birmingham
£430.00
Places
10th Jan 2022
London
£430.00
Places
13th Jan 2022
Manchester
£430.00
Places
18th Jan 2022
Edinburgh
£430.00
Places
20th Jan 2022
Nottingham
£430.00
Places
View 28 more available dates
27th Jan 2022
London
£430.00
Places
16th Feb 2022
Leeds
£430.00
Places
22nd Feb 2022
Bristol (Clifton)
£430.00
Places
24th Feb 2022
Birmingham
£430.00
Places
3rd Mar 2022
London
£430.00
Places
10th Mar 2022
Nottingham
£430.00
Places
31st Mar 2022
Edinburgh
£430.00
Places
4th Apr 2022
Manchester
£430.00
Places
26th Apr 2022
London
£430.00
Places
28th Apr 2022
Leeds
£430.00
Places
3rd May 2022
Bristol (Clifton)
£430.00
Places
13th May 2022
Birmingham
£430.00
Places
9th Jun 2022
London
£430.00
Places
14th Jun 2022
Manchester
£430.00
Places
21st Jun 2022
Edinburgh
£430.00
Places
6th Jul 2022
Nottingham
£430.00
Places
20th Jul 2022
London
£430.00
Places
3rd Aug 2022
Leeds
£430.00
Places
18th Aug 2022
Bristol (Clifton)
£430.00
Places
31st Aug 2022
Birmingham
£430.00
Places
8th Sep 2022
London
£430.00
Places
20th Sep 2022
Manchester
£430.00
Places
6th Oct 2022
Edinburgh
£430.00
Places
28th Oct 2022
Nottingham
£430.00
Places
2nd Nov 2022
Leeds
£430.00
Places
11th Nov 2022
London
£430.00
Places
17th Nov 2022
Bristol (Clifton)
£430.00
Places
24th Nov 2022
Birmingham
£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
Please choose a training location
Places