Course description
Dealing with Incoming Calls Positively
The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course also advises on how to deal with upset/angry callers. It is very practical and when based on-site, includes the Participants receiving live calls and getting instant feedback from the trainer.
This Dealing with Incoming Calls Positively course is available throughout the UK.
CPD Value 5.5 Hours
Outcome / Qualification etc.
- To increase confidence in taking all incoming calls
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
Training Course Content
- (Split into two groups)
- 09:30 GROUP 1 Task 1: What Do We Hate About Calling Other Companies?
- 09:45 Incoming Calls - The Basics
- 10:00 Task 2: What Do You Really Want From These Calls?
- 10:40 GROUP 2 AS ABOVE
- 12:00 One to One Supervision
- 14:00 GROUP 1 Task 3: What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
- 14:20 Golden Rules For Achieving Excellent Customer Care
- 14:40 GROUP 2 AS ABOVE
- 15:30 One to One Supervision
- 16:15 - 16:30 Both Groups Together - Feedback and evaluations
- 16:30 Summary & Action Plans Agreed
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Reviews
Average rating 4.7
Excellent presentation and very good logical advice - Thank you
I found the course very beneficial.
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...
Good course tailored to individual needs