Customer Care - Incoming and Outgoing Calls

1 Day
London 28th Jan 2021
23rd Feb 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...
23rd Feb 2021
Full Day
£280.00
Places
24th May 2021
Full Day
£280.00
Places
23rd Aug 2021
Full Day
£280.00
Places
25th Oct 2021
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...
28th Jan 2021
London
£430.00
Places
17th Feb 2021
Leeds
£430.00
Places
23rd Feb 2021
Bristol (Clifton)
£430.00
Places
25th Feb 2021
Birmingham
£430.00
Places
4th Mar 2021
London
£430.00
Places
30th Mar 2021
Nottingham
£430.00
Places
1st Apr 2021
Manchester
£430.00
Places
1st Apr 2021
Edinburgh
£430.00
Places
27th Apr 2021
London
£430.00
Places
29th Apr 2021
Leeds
£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