09:30 - 10:00 Coffee & Introduction
10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service and to make sure they do not treat their customers in the same way.)
10:30 - 11:15 Customer Care (Ways of improving relationships with customers)
11:15 - 11:30 Coffee Break
11:30 - 12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
12:30 - 13:00 Being the Best at Customer Care
13:00 - 14:00 Lunch Break.
14:00 - 14:45 Task 2: What Are Our Customers Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.
14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
15:30 - 16:30 Effective Customer Care Letter Writing (Dealing with complaints, enquiries and existing customers.)
16:30 Summary & Action Plans Agreed