Dealing with Incoming Calls Positively
Course Code: MPDDICP
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
The main focus of this course is to improve and refresh the skills of those that receive incoming calls from customers and suppliers. This course also advises on how to deal with upset/angry callers. It is very practical and when based on-site, includes the delegates receiving live calls and getting instant feedback from the trainer.
Prerequisites
Anyone receiving challenging telephone calls that wishes to improve their confidence and performance.
Delegates will learn how to
- To increase confidence in taking all incoming calls
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
Course Outline
- (Split into two groups)
- GROUP 1 Task 1: What Do We Hate About Calling Other Companies?
- Incoming Calls - The Basics
- Task 2: What Do You Really Want From These Calls?
- GROUP 2 AS ABOVE
- One to One Supervision
- GROUP 1 Task 3: What Are Our Customers' Main Objections? What is the Best Way to Handle Them?
- Golden Rules For Achieving Excellent Customer Care
- GROUP 2 AS ABOVE
- One to One Supervision
- Both Groups Together - Feedback and evaluations
- Summary & Action Plans Agreed