Excellent Customer Care (Incoming) Course - Customer Service Courses

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?

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