Call Centre Achieving Best Practice

This course will give operatives greater confidence when taking incoming calls and develop consistent telephone 'etiquette' when answering, holding or transferring calls. Operatives understand the importance of customer care in relation to incoming calls and how to handle complaints in a positive way.

Overview:

This course has been designed and adapted for a number of RDT's clients who 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.

Suitable for:

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

The Programme Topic Areas are:

• Introduction
• Why do we hate calling other companies?
• Incoming calls - the basics & handling complaints (first impressions, answering the telephone, correct vocabulary)
• What are your objectives?
• Review of activities to date
• Customer Care - best practice dealing with difficult situations and remaining calm under stress
• Role plays
• Best role plays repeated to the group
• Summary & action plans agreed