Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - 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 1/2 day workshop gets delegates 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 delegates 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.
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
- Trainer
- Delegates
- Companies
- Impressions
- Telephone
- Achieving
- Excellent
- Customer
- Complaints
- Summary
Course programme
14:00 - 14:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates 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 delegates 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
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - Virtual Training