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Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - Overview

Practical Training for Professionals

Summary

Price
£220 inc VAT
Study method
Classroom
Duration
Part-time
Qualification
No formal qualification
CPD
3 CPD hours / points
CPD What's this?
Additional info
  • Tutor is available to students
14 students enquired about this course

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Location & dates

Showing classrooms near 'Mid Glamorgan'
Location

Address
EEF Venues
Clifton Down
Bristol
Avon
BS83NB
United Kingdom
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Address
Somerset House
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
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Address
Cheadle House
Cheadle Royal Business Park
Cheadle
Cheshire
SK83FS
United Kingdom
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Address
Village Hotel Club Nottingham
Brailsford Way
Nottingham
Nottinghamshire
NG96DL
United Kingdom
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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

3 CPD hours / points
Accredited by Approved By Law society

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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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.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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