It’s no fun being on the receiving end of a frustrated, angry callers who are shouting because they have had a bad customer experience. It seems like the customers are out for revenge, particularly when their issues are not your fault. This Two-day program will teach participants a simple but powerful three step process to calm an angry caller and regain control of the call. After regaining control, participants will learn how to diffuse the caller’s strong emotions and to refocus on collaboratively resolving the issue.

Delivery methods: 

• Self-discovery and critique
• Group exploration and facilitator led discussions
• Practical exercises
• Best practice theory exploration

Course objectives:

By the end of this training course participants will be able to:

• Use a three-step process for handling angry callers.
• Explain the importance of fixing the caller before fixing the problem.
• Explain the value of complaints and how the best caller experiences can come out of the worst service break downs.
• Be more resilient and take ownership of caller’s issues.

Target Audience:

Call centre customer service agents and support staff who deal with angry callers