Excellent Customer Care - Incoming Calls

1 Day
Birmingham 2nd Jun 2021
21st May 2021
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

This course is worth 5.5 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

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
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
21st May 2021
Full Day
£280.00
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21st Jun 2021
Full Day
£280.00
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22nd Jul 2021
Full Day
£280.00
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23rd Aug 2021
Full Day
£280.00
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22nd Sep 2021
Full Day
£280.00
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22nd Oct 2021
Full Day
£280.00
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22nd Nov 2021
Full Day
£280.00
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15th Dec 2021
Full Day
£280.00
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...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...
2nd Jun 2021
Birmingham
£430.00
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10th Jun 2021
Manchester
£430.00
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8th Jul 2021
Bristol (Clifton)
£430.00
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6th Aug 2021
Edinburgh
£430.00
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19th Aug 2021
Leeds
£430.00
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27th Aug 2021
Nottingham
£430.00
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9th Sep 2021
London
£430.00
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23rd Sep 2021
Birmingham
£430.00
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30th Sep 2021
Manchester
£430.00
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13th Oct 2021
Bristol (Clifton)
£430.00
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View 6 more available dates
21st Oct 2021
Edinburgh
£430.00
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4th Nov 2021
Leeds
£430.00
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5th Nov 2021
Nottingham
£430.00
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10th Nov 2021
London
£430.00
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16th Nov 2021
Birmingham
£430.00
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23rd Nov 2021
Manchester
£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
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