Summary

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.

Who Should Attend?

Anyone working in a call centre environment that wishes to improve their performance when dealing with customers.

Course Objectives

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; Agreeing best practice methods.