0345 4506120

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

  Reset

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?

10:40 GROUP 2 AS ABOVE

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

14:40 GROUP 2 AS ABOVE

15:30 One to One Supervision

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

16:30 Summary & Action Plans Agreed

Privacy Notice

In order to provide you with the service requested we will need to retain and use your contact information in accordance with our Privacy Notice. If you choose to provide us with this information you explicitly consent to us using the information as necessary to provide the requested service to you. If you do not agree please do not proceed to request the service from us.

Marketing Permissions

Would you like to receive our newsletter and other information on products and services which we think will be of interest to you by email. We will always treat your information with care and in accordance with our Privacy Notice. You are free to withdraw this permission at any time.

 

Our Customers Include