Masterclass in Handling Incoming Telephone Calls

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 qualifies for 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