Excellent Customer Care - Incoming Calls

PTP Training & Marketing Ltd
PTP Training & Marketing Ltd

Short course

In Leeds, Birmingham, Bristol and 4 other venues

£ 430 VAT inc.

Call the centre

1509889632

Description

  • Type

    Short course

  • Level

    Intermediate

  • Location

    At 7 venues

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 delegates will improve their customer-care skills when answering the telephone.

Facilities

Location

Start date

Birmingham (West Midlands)
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Landmark, 2 Snow Hill Queensway Birmingham

Start date

NovemberEnrolment now open
Bristol (Gloucestershire)
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Landmark, 5th Floor, One Temple Quay Temple Back East Bristol

Start date

JanuaryEnrolment now open
Edinburgh (Midlothian/Edinburghshire)
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Edinburgh Training and Conference Venue 16 St. Mary's Street Edinburgh

Start date

OctoberEnrolment now open
JanuaryEnrolment now open
Leeds (West Yorkshire)
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Otley Road, Leeds LS16 5PS. Weetwood Hall Hotel | Conferences | Events

Start date

NovemberEnrolment now open
London
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&Meetings 150 Minories Aldgate London

Start date

NovemberEnrolment now open
Manchester (Greater Manchester)
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Cheadle House Cheadle Royal Business Park Cheadle Manchester

Start date

NovemberEnrolment now open
Nottingham (Nottinghamshire)
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Village Hotel Club Nottingham Brailsford Way, Chilwell Nottingham

Start date

NovemberEnrolment now open
JanuaryEnrolment now open
See all (7)

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

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Reviews

This centre's achievements

2019

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
  • Customer Service
  • Customer Retention
  • Customer relationship
  • Customer satisfaction
  • Vocabulary
  • Calling
  • Service
  • Telephone
  • Excellent Customer Care

Course programme

Excellent Customer Care - Incoming Calls - Timetable

09:30 - 10:00 Coffee & Introduction.

10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates 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? (Delegates 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

See related categories

Call the centre

1509889632

Excellent Customer Care - Incoming Calls

£ 430 VAT inc.