Using the telephone is one of the most important roles in a business. Sometimes this is your prospects first experience of your organisation and a bad first impression can mean a loss of business.
PTP runs these courses in 7 main UK locations: London, Birmingham, Edinburgh, Manchester, Leeds, Nottingham and Bristol. The 1/2 day courses cost just £250 and the full day courses cost £410.
PTP also run these courses in-house from £695 for up to 5 delegates for a 1/2 day course and just £1050 for a full day course.
Excellent Customer Care – Incoming Calls
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.
Customer Care – Incoming Calls & Outgoing Calls
This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service.
Call Centre – Achieving Best Practice
This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.
Dealing with Incoming Calls Positively
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.
Delivering Excellence via Email and on the Telephone
This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's that increases customer loyalty. Delegates will be come experts in delivering excellent customer service levels on the phone and ensure their email skills are highly professional.
Masterclass in Handling Incoming Telephone calls – Half Day
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.