Masterclass In Handling Incoming Telephone Calls

This 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of.

The trainer then helps them devise a scoring system to mark how well a call is handled and then makes live calls on a speaker phone to outside organisations allowing the delegates to mark the standards of how the calls are taken.

This is a fully hands-on course that will improve the incoming call skills of both inexperienced and experienced staff who take incoming calls.

Benefits:

• 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