customer care training

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 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

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