0800 849 6732
 

 

How To Service

Incoming Calls With

Excellence

Course Overview

This course is specifically aimed at those of you who answer the telephone for a living! The customer has certain requirements and expectations of the levels of service that he or she receives from you.

You will learn the skills and techniques to handle any type of incoming call in a positive way that fullfils the customers needs and exceeds their expectations!

 

Who Will Benefit From The Course?

  • Call centre staff who deal with incoming calls
  • Helpdesk advisers
  • Switchboard operators
  • Receptionists and admin staff


What Will You Gain From the Course?

  • You will understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  • You will understand what the expectations and needs are from your customers
  • You will learn how to alter your tonality, inflection and how to control your voice
  • You will learn best practises and telephone 'etiquette' when answering, holding or transferring calls
  • You will learn how to listen attentively and how to elicit the callers needs
  • You will learn how to handle complaints effectively and in a positive way

Next Steps

The course content can either follow something similar to the above, or be tailored to your exact requirements at no extra charge. The duration of the course can be flexible depending on what you would like the course to cover and what your objectives are - the choice is yours!

Questions and Booking:

Within The UK

To discuss your requirements or to book please call: 0800 849 6732

Or send us an email at enquiries@executivecoachingstudio.com

For USA/Canada/Europe

To discuss your requirements or to book please call: ++ 44 800 849 6732

Or send us an email at int@executivecoachingstudio.com

Alternatively, why not send us a quick message in the box below and tell us what you are looking to achieve and we will get back to you with some options:

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Take a look at our other training courses:

Please note that we will tailor your course to meet your exact requirements and to also make sure that the attendees can take what they learn and use it in the workplace - the all important yardstick of whether the training was worth it in the first place!

 

Management Training

Management Skills
Leadership Development
Personal Confidence Building
Change Management
Motivation Skills
Time Management
Coaching Skills For Managers
Team Building
Learning Styles Inventory
Strength Deployment Inventory
Management Style Questionnaire

Improving Your Sales Performance

Key Selling Skills Training

Phone Sales Training
Objection Handling Skills
Sales Presentation Training
Sales Management Training
Telephone Prospecting
Cold Calling For Chickens
Generating New Business
Cross And Up Selling

Delivering Customer Service Excellence

Customer Care
Dealing With Incoming Calls
Customer Satisfaction
Dealing With Complaints
Telephone Excellence
Train The Trainer
Call Centre Programme
Managing Stress
Writing Effective Emails
Helpdesk Skills for IT professionals

Communication Skills

Presentation Skills
Running Effective Meetings
Infuencing Skills
Communication Skills
Advanced Communication Skills
Dealing With Conflict
Assertiveness Skills

   

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In-House Training Courses
Management Skills
Leadership Development
Personal Confidence Building
Change Management
Motivation Skills
Time Management
Coaching Skills For Managers
Team Building
Learning Styles Inventory
Culture Training
Management Style Questionairre
Presentation Skills
Running Effective Meetings
Infuencing Skills
Communication Skills
Advanced Communication Skills
Dealing With Conflict
Assertiveness Skills
Customer Care
Dealing With Incoming Calls
Customer Satisfaction
Dealing With Complaints
Telephone Excellence
Train The Trainer
Call Centre Programme
Managing Stress
Writing Effective Emails
Helpdesk Skills for IT professionals
Key Selling Skills Training
Objection Handling Skills
Sales Presentation Training
Sales Management Training
Telephone Prospecting
Cold Calling For Chickens
Generating New Business
Cross And Up Selling
Phone Sales Training

Mentoring
- Executive Mentoring Program
- Management Mentoring Program

Executive Coaching