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Dealing with Incoming Calls Positively

The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course also advises on how to deal with upset/angry callers. It is very practical and when based on-site, includes the delegates receiving live calls and getting instant feedback from the trainer.

This Dealing with Incoming Calls Positively course is available throughout the UK.

CPD Value 5.5 Hours

Select specific date to see price, venue and full details.

Learning Objectives

  • To increase confidence in taking all incoming calls
  • Understand the importance of customer care in a sales environment
  • How to handle complaints in a positive way

Course Content

(Split into two groups)

09:30 GROUP 1 Task 1: What Do We Hate About Calling Other Companies?

09:45 Incoming Calls - The Basics

10:00 Task 2: What Do You Really Want From These Calls?


12:00 One to One Supervision

14:00 GROUP 1 Task 3: What Are Our Customers\' Main Objections? What is the Best Way to Handle Them?

14:20 Golden Rules For Achieving Excellent Customer Care


15:30 One to One Supervision

16:15 - 16:30 Both Groups Together - Feedback and evaluations

16:30 Summary & Action Plans Agreed

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