Handling Angry and Difficult Callers

*Fees + VAT as applicable(including coffee breaks and a buffet lunch daily)

*EWT reserves the right to alter dates, content and venue.


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  

Course Outline

Module 1: Introduction: Angry Callers and Their Expectations

  • Introduction
  • Callers and their expectations
  • The service recovery paradox
  • A complaint is a gift

Module 2: Fix the Caller Before the Problem

  • Fixing the caller first 
  • Listen and reassure the caller 
  • Acknowledge the caller’s anger 
  • Move the caller to the logical side of the brain

Module 3: Take Ownership

  • Showing 
  • wnership versus finger pointing and scapegoating
  • Language that engages callers
  • Avoid callers’ hot buttons
  • Use winning words and phrases

Module 4: Deliver +1

  • Apologizing and coming up with a balanced solution
  • Deliver +1
  • Post call follow-up and the importance of resiliency
  • Coping with a highly stressful customer service role.

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