16. July 2020 - 9:30 till 16:30

Call Handling Skills, Birmingham, Thursday, 16. July 2020

Call Handling Skills

Are you new to a role which requires you to handle customer calls and deal with a variety of queries?
Perhaps you have been managing customer contacts for some time, but never received formal training?
Are you a business owner who has a small team of office-based employees, and want to ensure you develop their skills to the highest level?
Having gained 30 years’ experience within customer service as well as working for Lloyds TSB, HSBC and the UK’s biggest retailer Tesco; your customer service requirements, will be in very safe hands
Did you know it costs a business 5 times more to win a new customer than to keep an existing one?
What is your business focus for 2019?
If it makes sense to retain the customers you have and gain new ones through recommendations, then we can absolutely help you to achieve your desired outcome
Why our customer service programmes are different to other providers’ offerings
Anyone who has ever worked in a customer service role, will fully understand the pressures and challenges faced on a daily basis
Emotional Intelligence is included in our courses as it’s a vital skill to develop to ensure negative emotions do not have an adverse impact on service delivery
During the training you will:

Apply an effective call handling structure
Develop emotional intelligence skills, to remove the impact of negative emotions on the service delivered to customers
Assess the impact of words/phrases, tone and body language, which hinder or build rapport
Identify different customer personalities and describe how you will tailor your conversation to match your customer's needs
Practise effective questioning and listening skills to deliver an effortless service and deliver a first time resolution
Develop complaint handling and empathy skills which demonstrate to customers that you truly understand
Agree your next steps towards improving the service you deliver

If you're quick you can take advantage of an Early Bird Price - There's a limited number available
This course can also be delivered in-house 
Are there ID or minimum age requirements to enter the event?
Minimum age 16 years
What can I bring into the event?
Your enthusiasm and open mind - all materials will be provided
How can I contact the organiser with any questions?
Email: info@
Do I have to bring my printed ticket to the event?
Yes please bring your ticket with you

Thursday, 16. July 2020, Birmingham, Call Handling Skills

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