Course description
Excellent Customer Care - Incoming Calls
This excellent customer care course analyses typical customer frustrations and how to deal with awkward situations. It teaches professional telephone techniques from how to make a good first impression, to the use of correct vocabulary and paying attention to detail. Through interactive workshops and role-playing Participants will improve their customer-care skills when answering the telephone.
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 - 10:00 Coffee & Introduction.
- 10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover Participants personal experience of poor service.)
- 10:30 - 11:15 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
- 11:30 - 12:00 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)
- 12:00 - 12:45 Negotiating Skills on The Telephone
- 12:45 - 14:00 Lunch Break.
- 14:00 - 14:45 Task 3: What Are Our Customers Main Objections? (Participants discuss best practice)
- 14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
- 15:30 - 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 4.8
Really beneficial and can be incorporated in and out of the office.
From the training today I got a lot of great ideas of how we can improve.
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...
Course was good for interaction. Kept it open with lots of discussions and sharing ideas.