Professional Training

Call Centre - Achieving Best Practice

PTP Training & Marketing Ltd, Online (+7 locations)
1 day
1 day
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Course description

Call Centre - Achieving Best Practice

This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.

This customer care training course is available throughout the UK.

CPD Value 5.5 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

Training Course Content

  • 09:30 - 09:45 Coffee & Introduction.
  • 09:45 - 10:45 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover Participants' personal experience of poor service.)
  • 10:45 - 11:00 Incoming Calls - The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary)
  • 11:00 - 11:15 Coffee Break
  • 11:15 - 11:45 Task 2: What Are Your Objectives?
  • 11:45 - 12:45 Participants to Mark Pre-recorded Customer Complaints Calls (Here Participants use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)
  • 12:45 - 13:00 Review of Morning Activities
  • 13:00 - 14:00 Lunch
  • 14:00 - 14:30 Customer Care - Best Practice (Dealing with difficult situations, remaining calm under stress.)
  • 14:30 - 15:30 Role Plays
  • 15:30 - 16:30 Best Role Plays Repeated to Whole Group
  • 16:30 Summary and Action Plans Agreed

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Fee includes all course materials, Participant packs, certification and lunch

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PTP Training & Marketing Ltd
PTP House
102 Brook Street
LE12 6TU Wymeswold Leicestershire

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...

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