Excellent Customer Care - Incoming Calls

1 Day
Bristol (Clifton) 5th Jan 2024
13th Dec 2023
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 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
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
5th Jan 2024
Bristol (Clifton)
£430.00
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8th Jan 2024
Edinburgh
£430.00
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17th Jan 2024
Nottingham
£430.00
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25th Jan 2024
Leeds
£430.00
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6th Feb 2024
London
£430.00
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21st Feb 2024
Birmingham
£430.00
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27th Feb 2024
Manchester
£430.00
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13th Mar 2024
Edinburgh
£430.00
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21st Mar 2024
Bristol (Clifton)
£430.00
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24th Apr 2024
Nottingham
£430.00
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8th May 2024
London
£430.00
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20th May 2024
Leeds
£430.00
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23rd May 2024
Edinburgh
£430.00
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29th May 2024
Birmingham
£430.00
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6th Jun 2024
Manchester
£430.00
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20th Jun 2024
Edinburgh
£430.00
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27th Jun 2024
Bristol (Clifton)
£430.00
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8th Jul 2024
Edinburgh
£430.00
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15th Aug 2024
Leeds
£430.00
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23rd Aug 2024
Nottingham
£430.00
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5th Sep 2024
London
£430.00
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9th Sep 2024
Edinburgh
£430.00
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19th Sep 2024
Birmingham
£430.00
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26th Sep 2024
Manchester
£430.00
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9th Oct 2024
Bristol (Clifton)
£430.00
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17th Oct 2024
Edinburgh
£430.00
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31st Oct 2024
Leeds
£430.00
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6th Nov 2024
Nottingham
£430.00
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12th Nov 2024
London
£430.00
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19th Nov 2024
Birmingham
£430.00
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21st Nov 2024
Edinburgh
£430.00
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3rd Dec 2024
Manchester
£430.00
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...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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Places
Book your place on one of our online courses...
13th Dec 2023
Full Day
£280.00
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23rd Jan 2024
Full Day
£280.00
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21st Feb 2024
Full Day
£280.00
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18th Mar 2024
Full Day
£280.00
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18th Apr 2024
Full Day
£280.00
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17th May 2024
Full Day
£280.00
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17th Jun 2024
Full Day
£280.00
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18th Jul 2024
Full Day
£280.00
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19th Aug 2024
Full Day
£280.00
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18th Sep 2024
Full Day
£280.00
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View 3 more available dates
18th Oct 2024
Full Day
£280.00
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18th Nov 2024
Full Day
£280.00
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11th Dec 2024
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
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