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Training Course Summary:

*PRICE BASED ON 2 PEOPLE ATTENDING AT A COST OF £395 PER PERSON WITH 6 WEEKS*

The main focus of this course is complaint-handling - it can be very dispiriting if an operator is dreading their next call because he or she knows it is going to be another one where they are going to be shouted at or held responsible for their company's perceived failings. This course attempts to overcome that dread by accentuating the positive and by preparing suitable responses to difficult situations.

Who Should Attend:

Anyone receiving challenging telephone calls that wishes to improve their confidence and performance.

Training Course Overview/Content:

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
Timetable

(Split into two groups)

09:30 GROUP 1 Task 1: What Do We Hate About Calling Other Companies?

09:45 Incoming Calls - The Basics

10:00 Task 2: What Do You Really Want From These Calls?

10:40 GROUP 2 AS ABOVE

12:00 One to One Supervision

14:00 GROUP 1 Task 3: What Are Our Customers' Main Objections? What is the Best Way to Handle Them?

14:20 Golden Rules For Achieving Excellent Customer Care

14:40 GROUP 2 AS ABOVE

15:30 One to One Supervision

16:15 - 16:30 Both Groups Together - Feedback and evaluations

16:30 Summary & Action Plans Agreed