Excellent Customer Care (Incoming Calls) 1 Day Course

If you regularly speak to customers over the phone, the Excellent Customer Care (Incoming Calls) 1 Day 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, and this interactive course uses insightful role-play to help you raise the bar.

For those wanting to go deeper into telephone handling specifically, the Masterclass in Handling Incoming Telephone Calls (1/2 Day) Course builds on the foundations covered here with more advanced technique. This course also pairs well with the Communication Skills 1 Day Course, since strong customer care over the phone relies heavily on the broader communication skills covered there.

Anyone whose role involves customer interaction beyond the phone, in person or over email, may also want to look at the Outstanding Customer Service Skills 1 Day Course, which covers customer care more broadly across different channels. There's no formal assessment for this course, but delegates receive a Certificate of Attendance for their records.

Using an interactive, hands-on approach, this 1 Day Course 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

Role-play is an effective way to learn, especially when it comes to understanding customer behaviour. The course helps you learn, first-hand, why people behave the way they do, and how you can control a situation by responding to customer needs appropriately. The course will 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

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