Please contact us if you want to book this course for your company.
This course on phone rage will help develop the customer service skills of any telephone based team and helps the participants learn how to deal with and handle difficult telephone calls.
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 defuse 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 attendees to review the reasons why callers may become difficult and provide practical methods of overcoming these challenging telephone scenarios in a professional and courteous way.
Topics covered:
Anyone who communicates with customers over the phone.
None.