This course has been designed and adapted for a number of 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
Select specific date to see price, venue and full details.
Learning Objectives
- 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
Course Content
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
Related Courses
- Advanced Customer Service for the Public Sector
- Advanced Customer Service for the Tourism, Leisure and Hospitality Industry
- Customer Care - Incoming and Outgoing Calls
- Customer Service Excellence
- Delivering Customer Service Excellence
- VMware Workspace ONE: Skills for Unified Endpoint Management [V20.x]