Excellent Customer Care (Incoming Calls) 1 Day Course

Overview

If you regularly speak to customers over the phone, this interactive one-day excellent customer care course is for you. From making a great first impression the moment you pick up a call, to dealing with customer complaints and challenges in a positive way – interacting well with customers is vital to the success of your business. Raise the bar through insightful role-play to provide excellent customer care.

Objectives

Using an interactive, hands-on approach, this one-day course in Excellent Customer Care will look at:

  • Building your confidence on the phone
  • Basic phone etiquette
  • Tips on answering and transferring calls
  • How to put customers on hold
  • Why it’s so important to get incoming calls right
  • Handling complaints appropriately

Agenda

Role-play is an effective way to learn, especially when it comes to understanding customer behaviour. Learn, first-hand, why people behave they way they do, and how you can control a situation by responding to customer needs appropriately. We’ll explore:

  • What puts people off making calls to a company
  • The proper way to handle incoming calls, step by step
  • How to set goals, so you get what you need out of each phone call
  • How does negotiation work over the telephone?
  • What difference does your vocabulary make?
  • How to identify your customers’ main concerns
  • How to deal with objections on the phone
  • The secret to achieving excellence in customer care

Duration

1 day

Assessment

There’s no formal assessment for this course. However, you’ll receive a Certificate of Attendance for your records.

Who Should Attend?

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FAQs
  • Will lunch be Included?

    The joining instructions will indicate if lunch is provided for the duration of your course.  Should you need to know prior to booking please contact one of our team who will be happy to advise.

  • When will I receive my Course Joining Instructions?

    Course joining instructions are sent 7 to 10 days prior to course commencement.  If you book within this time frame they are emailed within 24 hours of the booking being placed.

  • What time does my course start?

    Start and finish times are confirmed on your joining instructions which are issued 7 to 10 days prior to course commencement.  Failure to arrive at the requested time may result in the delegate being turned away.