Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Classroom | Advanced | 0 Day
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Course Overview
This 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of. The trainer then helps them devise a scoring system to mark how well a call is handled and then makes live calls on a speaker phone to outside organisations allowing the delegates to mark the standards of how the calls are taken. This is a fully hands-on course that will improve the incoming call skills of both inexperienced and experienced staff who take incoming calls.
CPD Value 3 Hours
Course Benefits
• Greater confidence when taking incoming calls
• Telephone etiquette when answering, holding or transferring calls
• Understand the importance of customer care in relation to incoming calls
• How to handle complaints in a positive way
Masterclass in Handling Incoming Telephone Calls - Half Day (pm) - Timetable
14:00 - 14:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service.)
14:30 - 14:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
14:45 - 15:15 Task 2: What Do You Really Want From These Calls? (Setting out your objectives)
15:15 -15:30 Designing a scoring system to mark how well incoming calls are taken.
15:30 - 16:15 Trainer makes outgoing calls LIVE and delegates mark how well calls are handled.
16:15 - 16:30 Golden Rules For Achieving Excellent Customer Care (Dealing with complaints and enquiries)
16:30 Summary & Action Plans Agreed