Call Centre - Achieving Best Practice
Practical Training for Professionals
Summary
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Location & dates
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
Brailsford Way
Nottingham
Nottinghamshire
NG96DL
United Kingdom
Cheadle Royal Business Park
Cheadle
Cheshire
SK83FS
United Kingdom
Clifton Down
Bristol
Avon
BS83NB
United Kingdom
Overview
Call Centre - Achieving Best Practice - Overview
This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. 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.
This customer care training course is available throughout the UK.
CPD Value 5.5 Hours
Course Locations
Call Centre - Achieving Best Practice London
Call Centre - Achieving Best Practice Manchester
Call Centre - Achieving Best Practice Nottingham
Call Centre - Achieving Best Practice Birmingham
Call Centre - Achieving Best Practice Bristol
Call Centre - Achieving Best Practice Edinburgh
Call Centre - Achieving Best Practice Leeds
CPD
Description
Call Centre - Achieving Best Practice - Timetable
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 Role Plays
15:30 - 16:30 Best Role Plays Repeated to Whole Group
16:30 Summary and Action Plans Agreed
Call Centre - Achieving Best Practice - 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 Agreeing best practice methods
- Agreeing best practice methods
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.