Handling Difficult Telephone Callers

Overview

This course aims to increase the skills and knowledge of those individuals who deal with difficult telephone callers - ideal for those who wish to refresh their skills or those who are new to dealing with emotional / difficult customers.

Who Should Attend?

This course is aim at anyone who feels they can improve their skills in managing difficult callers and improve the Customer Service Skills in the process.

Key Learning Outcomes

• Greater understanding of what is a difficult caller situation
• Appreciate why callers become difficult
• Importance of maintaining call control
• Gain more confidence in using techniques and tools that allow you to repeat information, use effective questioning and active listening skills
• Having greater confidence and to be more "Assertive"
• To be able to apply behaviour influencing skills
• Appreciate the importance of assertive tone and body language
• Be more skilled in calming down angry customers whilst making your point without aggression
• Ensuring you are meeting your customer's expectations and bringing the issue to a resolution where possible

Comments from some of our clients:

• Course facilitated some important team discussions that were very useful
• Thank you, really useful and helpful - major subject areas to be covered one - Well done!
• Excellent course in helping me to be more professional and assertive with our clients
• Very good and effective trainer
• Providing more ways to help resolve issues with our customers and enable me to be more confident on the telephone in these cases
• Learned a number of useful phrases to actively manage callers and achieve a better outcome