*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.
By the end of this training course participants will be able to:
Call centre customer service agents and support staff who deal with angry callers
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