Professional Training
4.8 (6 Reviews)

Excellent Customer Care - Incoming Calls

PTP Training & Marketing Ltd, In Edinburgh (+7 locations)
1 day
1 day
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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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Average rating 4.8

Based on 6 reviews.
Reviews are published according to our review policy.
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Rachael Bevan, Totaljobs Group
31 Aug 2015

Course was good for interaction. Kept it open with lots of discussions and sharing ideas.

Abbas Mohammed, Total Jobs
26 Aug 2015

Really beneficial and can be incorporated in and out of the office.

Natalie Hogg, CW Jobs
21 Aug 2015

From the training today I got a lot of great ideas of how we can improve.


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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