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Dealing with a frustrated, angry caller can be a challenging situation, especially when their negative experience wasn’t your fault. In this one-day program, you’ll learn an effective three-step process to calmly address and regain control of the call. You’ll also discover techniques to help the caller manage their emotions, allowing you both to focus on working together to find a resolution in a professional and collaborative manner.

This program equips agents with techniques to manage irate customers effectively, focusing on:

Strategies for de-escalating tense situations.

A three-step process for regaining control during challenging calls.

This customized one-day training program primarily aims to empower call center agents in diminishing their AHT (Average Call Handling Time). It does so by providing them with essential call control and questioning skills, enabling them to efficiently manage each call. Through this program, agents will learn how to skillfully guide conversations with customers towards a more structured call flow, ultimately leading to prompt and professional resolution of customer issues without compromising the customer experience.

This training empowers agents to maintain control of the conversation, including:

Methods to reduce average call handling time (AHT).

Techniques for guiding discussions toward efficient resolutions.

This two day program is designed for retail front line agents to equip them with the needed customer service excellence foundation to engage better with customers, portray energy and commitment and understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication. Delegates will manage challenging customer interactions and relationships to deliver outstanding service, secure trust and confidence as well as retain a valued customer base.

This dynamic program emphasizes:

Developing a positive mindset to exceed customer expectations.

Enhancing skills for effective service recovery and customer satisfaction.

Tailored for debt collection call center agents and credit department personnel managing outstanding debts, this one-day program is meticulously crafted. It offers a comprehensive array of specialized best practices for collection calls, along with effective negotiation techniques. This empowers collection staff to adeptly navigate challenging conversations with debtors and customers facing overdue payments.

Tailored for agents involved in debt collection, this program covers:

Best practices for conducting debt collection calls.

Effective negotiation techniques to improve collection outcomes.