Course description
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
This 1/2 day workshop gets participants 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 participants 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
Outcome / Qualification etc.
- 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
Training Course Content
- 14:00 - 14:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover participants 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 participants 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
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Reviews
Average rating 4.7
Was a really fun session!
Really enjoyed the training session. It was useful and interesting.
Expenses
Fee includes all course materials, Participant packs, certification and lunch
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PTP: Practical Training for Professionals - leading provider of sales and management training in the UK
PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...
Brilliant. Trainer very good and understood our needs. Highly recommended.