Professional Training
4.7 (7 Reviews)

Dealing with Incoming Calls Positively

PTP Training & Marketing Ltd, Online (+7 locations)
1 day
1 day
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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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Average rating 4.7

Based on 7 reviews.
Reviews are published according to our review policy.
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Ramla Chall-Bange, No5 Chambers
26 Aug 2015

Good course tailored to individual needs

Philip Baggard, Tate & Lyle Sugars,
21 Aug 2015

Excellent presentation and very good logical advice - Thank you

Ben Adams, Firwood Truck Centre
16 Aug 2015

I found the course very beneficial.


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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