Masterclass in Handling Incoming Telephone Calls 1/2 Day Course

If you want to improve the service your customers receive when they make a phone call to your business, you need to see things from their perspective. The Masterclass in Handling Incoming Telephone Calls (1/2 Day) Course helps you understand where you may be going wrong, and shows you some simple ways to create a positive and enjoyable experience for your callers.

This course builds directly on the foundations covered in the Excellent Customer Care (Incoming Calls) 1 Day Course, taking phone handling technique a step further for anyone wanting to sharpen their skills beyond the basics. Since so much of great phone handling comes down to how you communicate, this course also pairs well with the Communication Skills 1 Day Course, strengthening the broader conversational skills that make every call more effective.

Anyone whose role involves customer care across more than just the phone may also want to look at the Outstanding Customer Service Skills 1 Day Course, covering 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.

By the end of this practical, half-day course, you'll:

• Feel more confident when answering customer calls
• Understand the proper way to transfer a call or put someone on hold
• Be able to deal with dissatisfied customers in a helpful way
• Know how to use effective customer care techniques on the phone

What do you hate about making phone calls to your bank, your dentist or estate agents? By finding out what we dislike most about making calls, the course helps you judge your own business's ability to put customers at ease. During this half-day course, you'll look at good customer service and how incoming calls play their part, including:

• The process of an incoming call: from first impressions to the language used and how to take care of the finer details
• Work out your objectives: what do you want to achieve from each call?
• How do you rank each call, and what do you consider a successful outcome?
• Learn how to handle complaints and enquiries effectively, using the golden rules of excellent customer care
• Making live calls to real businesses to assess how well queries are handled

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