Course description
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
Training 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 Participants' 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 Participants to Mark Pre-recorded Customer Complaints Calls (Here Participants 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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Expenses
Fee includes all course materials, Participant packs, certification and lunch
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PTP: Practical Training for Professionals - leading provider of sales and management training in the UK
PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...