Excellent Customer Care - Incoming Calls
Course Code: MPDECCIC
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
This excellent customer care course analyses typical customer frustrations and how to deal with awkward situations. It teaches professional telephone techniques from how to make a good first impression, to the use of correct vocabulary and paying attention to detail. Through interactive workshops and role-playing delegates will improve their customer-care skills when answering the telephone.
Prerequisites
Any person involved in taking incoming calls from customers.
Delegates will learn how to
- 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
Course Outline
- Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service.)
- Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
- Task 2: What Do You Really Want From These Calls? (Setting out your objectives)
- Negotiating Skills on The Telephone
- Task 3: What Are Our Customers' Main Objections? (Delegates discuss best practice)
- Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
- Golden Rules For Achieving Excellent Customer Care (Dealing with complaints and enquiries)
- Summary & Action Plans Agreed