Excellent Customer Care - Incoming Calls
Practical Training for Professionals
Summary
- Tutor is available to students
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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
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.
This customer care training course is available throughout the UK.
CPD Value 5.5 Hours
Course Locations
Excellent Customer Care - Incoming Calls London
Excellent Customer Care - Incoming Calls Manchester
Excellent Customer Care - Incoming Calls Nottingham
Excellent Customer Care - Incoming Calls Birmingham
Excellent Customer Care - Incoming Calls Bristol
Excellent Customer Care - Incoming Calls Edinburgh
Excellent Customer Care - Incoming Calls Leeds
CPD
Description
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
Questions and answers
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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.