Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - Overview
Practical Training for Professionals
Summary
- Tutor is available to students
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Location & dates
150 Minories
City of London
London
EC3N1LS
United Kingdom
Clifton Down
Bristol
Avon
BS83NB
United Kingdom
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
Brailsford Way
Nottingham
Nottinghamshire
NG96DL
United Kingdom
Overview
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.
CPD Value 3 Hours
Course Locations
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) London
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Manchester
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Nottingham
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Birmingham
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Bristol
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Edinburgh
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) Leeds
CPD
Description
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - Timetable
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
Who is this course for?
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - 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
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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.