Excellent Customer Care - Incoming Calls
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Excellent Customer Care - Incoming Calls

Training Description
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.

The Course Suits
Any person involved in taking incoming calls from customers.

Training Benefits
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

Course 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

0 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
 
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Tools
 
Key Details
Duration1 day
 
£425
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).