Duration
1 day
Intended for
The majority of calls that are taken by call centres, helpdesks and businesses in general will pass without incident. However, there are occasions when a call may become difficult and it may be necessary to deal with a caller that has become angry for whatever reason.
In these situations, it is important to utilise skills that will help to diffuse the emotion from the call and eventually move it towards resolution. When badly handled, anger can turn into rage with devastating consequences.
This course will help develop the customer service skills of any telephone based team.
Contents
The course will help participants to review the reasons why callers may become difficult and prove practical methods of overcoming these challenging telephone scenarios in a professional and courteous way.
Objectives
At the end of the course participants will be able to:
- Explain the typical triggers of phone rage
- Follow a set process for dealing with phone rage
- Deal with phone rage in an efficient and effective way
- Highlight the benefits of dealing with phone rage
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