Train for the future with Training Oracle
Handling Difficult or Angry Callers (1 day)
Date(s):
02-Mar-2011
Time: 0930 - 1630 SOUTHAMPTON
Location: N/A
In general, the majority of calls that are taken by customer service staff and administrators will pass without incident. However, within certain environments there may well be frequent occasions when it is necessary to deal with a caller who has become difficult or angry for whatever reason. This interactive ONE DAY workshop provides practical methods for handling difficult phone calls in a professional and courteous manner.
By the end of this one day workshop your team members will have gained the skills and understanding necessary to better handle calls from angry people.
This Course Will Help You To:
- Handle difficult phone calls effectively in a professional & courteous manner
- Remain as positive with the last caller of the day, as with the first
- Strengthen your resilience to handling calls from angry people
- Utilise skills to help defuse the emotion from angry callers & move forward towards finding a resolution
Course Content:
- Causes of anger, plus the 10 top phone anger triggers
- A 5 step process to improve call effectiveness & customer satisfaction when dealing with the angry customer
- Using empathy techniques to acknowledge the anger
- Active listening skills
- Removing the emotional element to establish the facts behind the caller's concern
- Importance of avoiding statements (verbal or written) that might make a customer angrier or find your attitude officious and patronising
- Techniques for recognising & managing when you need to stand your ground
- Personal coping techniques
Who Will Benefit:
This workshop is ideal for customer service staff, front line administrators, call centre staff, complaints department staff and receptionists. By the end of this ONE DAY workshop, delegates will have gained the skills & understanding necessary to better handle calls from angry people.
The Cost & What's Included:
The price of £199 plus VAT, includes lunch, refreshments, all training materials, a training certificate PLUS six months free email support from your course leader to help you implement the training & techniques learned. Great discounts for multiple bookings.
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