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Customer Care - Incoming and Outgoing Calls

This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls and outbound calls. 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

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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
  • Design a scoring system that is used on the course and can be used at work

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 Outgoing Calls – Your Objectives – Role Plays

15:30 – 16:30 Best Role Plays Repeated to Whole Group

16:30 Summary and Action Plans Agreed

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