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

Half Day (PM)
London 22nd May 2024
20th May 2024
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 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
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
22nd May 2024
London
£280.00
7th Jun 2024
Manchester
£280.00
Places
8th Jul 2024
Edinburgh
£280.00
Places
8th Aug 2024
Nottingham
£280.00
Places
9th Sep 2024
London
£280.00
Places
23rd Oct 2024
Leeds
£280.00
Places
14th Nov 2024
Bristol (Clifton)
£280.00
Places
27th Nov 2024
Birmingham
£280.00
Places
6th Dec 2024
London
£280.00
Places
...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 Executive Coaching
½ day on-site£750.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£280.00
Please choose a training location
Duration
Places
Book your place on one of our online courses...
20th May 2024
Half Day
£190.00
Places
18th Jun 2024
Half Day
£190.00
Places
18th Jul 2024
Half Day
£190.00
Places
19th Aug 2024
Half Day
£190.00
Places
18th Sep 2024
Half Day
£190.00
Places
18th Oct 2024
Half Day
£190.00
Places
18th Nov 2024
Half Day
£190.00
Places
5th Dec 2024
Half Day
£190.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £400.00
Each additional £50.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£190.00
Places
Duration