Excellent Customer Care - Incoming Calls

1 Day
Birmingham 15th Aug 2025
18th Aug 2025
5.5 hours

Course Overview

This excellent customer care course analyses typical customer frustrations and how to deal with awkward situations. It teaches professional telephone techniques from how to make a good first impression, to the use of correct vocabulary and paying attention to detail. Through interactive workshops and role-playing delegates will improve their customer-care skills when answering the telephone.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

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

Related Courses

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

Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Dealing with Incoming Calls Positively
Telephone Techniques - Incoming & Outgoing Calls
Advanced Customer Service for the Public Sector
Advanced Customer Service for the Tourism, Leisure and Hospitality Industry
Outstanding Customer Service Skills

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

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.)

10:30 - 11:15 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

11:30 - 12:00 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)

12:00 - 12:45 Negotiating Skills on The Telephone

12:45 - 14:00 Lunch Break.

14:00 - 14:45 Task 3: What Are Our Customers Main Objections? (Delegates discuss best practice)

14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)

15:30 - 16:30 Golden Rules For Achieving Excellent Customer Care (Dealing with complaints and enquiries)

16:30 Summary & Action Plans Agreed

Testimonials

Attended 1-2-1 Virtual training:

The course was very helpful and the trainer was very understanding of my needs.

Becky Farmer, Oran Care

Very useful course. Understood my needs and gave tips I can use to improve.

Oliver Colston, Sports Cover Direct

Fantastic training and delivery!

Akilah Duffus, P3
Well run course, very interesting with group interaction all the time.


Jo Hughes, Bagshot Travel

Very good course!

Nicola Hill, Trade Sercurities LTD
It really has given me enough knowledge & more confidence to deal with - escalating complaints.


Adam Laurence, CarpetRight
Good to have a course with so few delegates which meant it could be tailored to our needs.


Judith Ainlyfe-Jones, Bristol City Council
Excellent content & delivery.


Kerry Brittain, Loss Management Group
Found the course extremely well conducted by Tracey Richards.


David Taylor, Associated Newspapers LTD
I really enjoyed refreshing my knowledge today.
Jennifer Beare, SBA LTD
This course should be compulsorary when joining MetroLine


Stephen Mordoch, WYPTE Metro

Trainer was very good and made the course very enjoyable to attend while providing a lot of useful information.

Heather Lascelles

I enjoyed the course and learned some valuable skills to put into practise.

Fiona Day, Dovetail

Very good. Will help all customer service advisors.

Rob Flatt, Dovetail

From the training today I got a lot of great ideas of how we can improve.

Natalie Hogg, CW Jobs

Really beneficial and can be incorporated in and out of the office.

Abbas Mohammed, Total Jobs

Course was good for interaction. Kept it open with lots of discussions and sharing ideas.

Rachael Bevan, Totaljobs Group

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
In-Person Training
Live Virtual Training
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15th Aug 2025
Birmingham
£450.00
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22nd Aug 2025
Leeds
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London
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29th Aug 2025
Edinburgh
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1st Sep 2025
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2nd Sep 2025
Nottingham
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Manchester
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10th Sep 2025
Nottingham
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15th Sep 2025
London
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Bristol (Clifton)
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Edinburgh
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Birmingham
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Leeds
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6th Oct 2025
Manchester
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16th Oct 2025
Nottingham
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17th Oct 2025
Bristol (Clifton)
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27th Oct 2025
Edinburgh
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28th Oct 2025
London
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31st Oct 2025
Birmingham
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Manchester
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10th Nov 2025
Leeds
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Bristol (Clifton)
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Nottingham
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London
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Leeds
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Birmingham
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Edinburgh
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Manchester
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10th Dec 2025
Nottingham
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Manchester
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Birmingham
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24th Dec 2025
London
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31st Dec 2025
Edinburgh
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Bristol (Clifton)
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Edinburgh
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Birmingham
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Nottingham
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London
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Leeds
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Manchester
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London
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Nottingham
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19th Feb 2026
Bristol (Clifton)
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20th Feb 2026
Birmingham
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24th Aug 2026
Leeds
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24th Aug 2026
London
£450.00
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28th Aug 2026
Edinburgh
£450.00
Places
1st Sep 2026
Bristol (Clifton)
£450.00
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2nd Sep 2026
Nottingham
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7th Sep 2026
Manchester
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10th Sep 2026
Nottingham
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15th Sep 2026
London
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Places
17th Sep 2026
Bristol (Clifton)
£450.00
Places
17th Sep 2026
Edinburgh
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Places
29th Sep 2026
Birmingham
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1st Oct 2026
Leeds
£450.00
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6th Oct 2026
Manchester
£450.00
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16th Oct 2026
Nottingham
£450.00
Places
19th Oct 2026
Bristol (Clifton)
£450.00
Places
27th Oct 2026
Edinburgh
£450.00
Places
28th Oct 2026
London
£450.00
Places
2nd Nov 2026
Birmingham
£450.00
Places
6th Nov 2026
Manchester
£450.00
Places
10th Nov 2026
Leeds
£450.00
Places
16th Nov 2026
Bristol (Clifton)
£450.00
Places
16th Nov 2026
Nottingham
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20th Nov 2026
London
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23rd Nov 2026
Leeds
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27th Nov 2026
Birmingham
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1st Dec 2026
Edinburgh
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7th Dec 2026
Manchester
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Nottingham
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Manchester
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Birmingham
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London
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Edinburgh
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...or create a training session that suits you using one of the options below.
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1-5 delegates £1,150.00
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Each additional £100.00
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18th Aug 2025
Full Day
£325.00
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17th Sep 2025
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17th Oct 2025
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17th Nov 2025
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...or create a training session that suits you using one of the options below.
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1-2 delegates £800.00
Each additional £325.00
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½ day 1-2-1 virtually£650.00
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