Masterclass in Handling Incoming Telephone Calls - Half Day (pm)

Half Day (PM)
Nottingham 11th Oct 2021
22nd Sep 2021
3 hours

Course Overview

This 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of. The trainer then helps them devise a scoring system to mark how well a call is handled and then makes live calls on a speaker phone to outside organisations allowing the delegates to mark the standards of how the calls are taken. This is a fully hands-on course that will improve the incoming call skills of both inexperienced and experienced staff who take incoming calls.

CPD Value 3 Hours

Course Locations

Masterclass in Handling Incoming Telephone Calls - Half Day (pm) London
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Manchester
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Nottingham
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Birmingham
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Bristol
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Edinburgh
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Leeds

This course is worth 5.5 Continuous Professional Development hours.Learn more about CPD

Timetable

14:00 - 14:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service.)

14:30 - 14:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

14:45 - 15:15 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)

15:15 -15:30 Designing a scoring system to mark how well incoming calls are taken.

15:30 - 16:15 Trainer makes outgoing calls LIVE and delegates mark how well calls are handled.

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

16:30 Summary & Action Plans Agreed

Testimonials

Brilliant. Trainer very good and understood our needs. Highly recommended.

Thomas Orchard, Everards

Was a really fun session!

Aslee Hutchen, Everards LLP

Really enjoyed the training session. It was useful and interesting.

Ayesha Mughal, Eversheds LLP

Really enjoyed . Learned a lot of new skills and ways to adapt.

Ian Martindale, Eversheds LLP
Excellent content & delivery.
Kerry Brittain, Loss Management Group
Good to have a course to so few delegates which meant it could be tailored to our needs.
Judith Ainliffe-Jones, Bristol City Council
Very helpful and informative course.
Rose Catchpole, Orvis

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
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22nd Sep 2021
Half Day
£190.00
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22nd Oct 2021
Half Day
£190.00
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22nd Nov 2021
Half Day
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9th Dec 2021
Half Day
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21st Jan 2022
Half Day
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21st Feb 2022
Half Day
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21st Mar 2022
Half Day
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21st Apr 2022
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23rd May 2022
Half Day
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21st Jun 2022
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21st Jul 2022
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22nd Aug 2022
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21st Sep 2022
Half Day
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21st Oct 2022
Half Day
£190.00
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21st Nov 2022
Half Day
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8th Dec 2022
Half Day
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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 £400.00
Each additional £50.00
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Per session£350.00
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Per delegate£190.00
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11th Oct 2021
Nottingham
£280.00
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15th Oct 2021
London
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27th Oct 2021
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18th Nov 2021
Bristol (Clifton)
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1st Dec 2021
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12th Jan 2022
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3rd Feb 2022
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1st Mar 2022
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15th Mar 2022
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28th Apr 2022
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10th May 2022
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25th May 2022
London
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10th Jun 2022
Manchester
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11th Jul 2022
Edinburgh
£280.00
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11th Aug 2022
Nottingham
£280.00
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12th Sep 2022
London
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26th Oct 2022
Leeds
£280.00
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17th Nov 2022
Bristol (Clifton)
£280.00
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30th Nov 2022
Birmingham
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9th Dec 2022
London
£280.00
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...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £800.00
6-10 delegates £995.00
Each additional £50.00
1-2-1 Training
Per session£400.00
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Per delegate£280.00
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