Customer Care - Incoming and Outgoing Calls
Short course
In Leeds, Birmingham, Bristol and 4 other venues
Description
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Type
Short course
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Level
Intermediate
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Location
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Duration
Flexible
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Start date
October
other dates
This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls and outbound calls. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.
Facilities
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Start date
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About this course
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
Agreeing best practice methods
Design a scoring system that is used on the course and can be used at work
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 13 years
Subjects
- Customer Care
- Systems
- Handling Complaints
- Vocabulary
- Procedures
- Calling
- Incoming Calls
- Service
- Hate
- Customer Complaints Calls
Course programme
09:30 – 09:45 Coffee & Introduction.
09:45 – 10:45 Task 1: What Do We Hate About Calling Other Companies?
(An exercise to discover delegates' personal experience of poor service.)
10:45 – 11:00 Incoming Calls – The Basics & Handling Complaints
(First impressions, Answering the Telephone, The Correct Vocabulary)
11:00 – 11:15 Coffee Break
11:15 – 11:45 Task 2: What Are Your Objectives?
11:45 – 12:45 Delegates to Mark Pre-recorded Customer Complaints Calls
(Here delegates use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)
12:45 – 13:00 Review of Morning Activities
13:00 – 14:00 Lunch
14:00 – 14:30 Customer Care – Best Practice
(Dealing with difficult situations, remaining calm under stress.)
14:30 – 15:30 Outgoing Calls – Your Objectives – Role Plays
15:30 – 16:30 Best Role Plays Repeated to Whole Group
16:30 Summary and Action Plans Agreed
Customer Care - Incoming and Outgoing Calls