Training Package In Customer Service – Handling Angry Callers – Material Drive

Description

Are you a call centre agent who constantly get angry callers over the phone? This course is your chance to learn a simple but powerful 3-step process to help you easily calm your angry callers down, regain and maintain control and handle the situation more confidently and professionally. Join us and get the skills to diffuse angry callers’ strong emotions, bring the focus back to the issue and concentrate on working collaboratively to resolve the problem.

What Will I Learn?

  • Positive words to use
  • The caller/customer's 3 hot buttons
  • Moving callers to the logical side of the brain
  • Forbidden words
  • Step 2: ownership
  • Step 1: Fixing the caller first
  • How do you see complaints?
  • The Process of handling angry callers
  • Customers and their expectations
  • Apologizing

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