Professional Training
4.7 (7 Reviews)

Masterclass in Handling Incoming Telephone Calls - Half Day (PM)

PTP Training & Marketing Ltd, Online (+7 locations)
0.5 days
0.5 days
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Course description

Masterclass in Handling Incoming Telephone Calls - Half Day (pm)

This 1/2 day workshop gets participants to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of. The trainer then helps them devise a scoring system to mark how well a call is handled and then makes live calls on a speaker phone to outside organisations allowing the participants to mark the standards of how the calls are taken. This is a fully hands-on course that will improve the incoming call skills of both inexperienced and experienced staff who take incoming calls.

CPD Value 3 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
  • How to handle complaints in a positive way

Training Course Content

  • 14:00 - 14:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover participants personal experience of poor service.)
  • 14:30 - 14:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
  • 14:45 - 15:15 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)
  • 15:15 -15:30 Designing a scoring system to mark how well incoming calls are taken.
  • 15:30 - 16:15 Trainer makes outgoing calls LIVE and participants mark how well calls are handled.
  • 16:15 - 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 4.7

Based on 7 reviews.
Reviews are published according to our review policy.
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Thomas Orchard, Everards
20 Jul 2015

Brilliant. Trainer very good and understood our needs. Highly recommended.

Aslee Hutchen, Everards LLP
19 Jun 2015

Was a really fun session!

Ayesha Mughal, Eversheds LLP
19 May 2015

Really enjoyed the training session. It was useful and interesting.


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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