Excellent Customer Care - Incoming Calls - Virtual Training
Short course
Online
Description
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Type
Short course
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Level
Intermediate
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Methodology
Online
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Duration
Flexible
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Start date
Different dates available
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Online campus
Yes
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Delivery of study materials
Yes
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Support service
Yes
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Virtual classes
Yes
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
Start date
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
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
- Personal
- Experience
- Companies
- Negotiating
- Skills
- Telephone
- Objectives
- Handling
- Objections
- DEALING
Course programme
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
Excellent Customer Care - Incoming Calls - Virtual Training