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

Assessment

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

Who Should Attend?