Handling angry and difficult callers
Training Course
$179.95 $199.95
- Duration: 1 Day
- Audience: Call center customer service agents and support staff who deal with angry callers on a regular basis.
Handle Angry, Difficult & Irate Callers
For Trainers & Call Center Managers
Teach agents how to diffuse angry callers professionally
How to handle irate & shouting callers more confidently
How to turn a high emotionally charged call into a more calm logical conversation
High Impact
Power Point Slide Deck
To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.
Student
Workbook
A comprehensive reference workbook you can give out to your class participants as a quick future reference.
Trainer
Guide
With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.
Activity
/Exercise Sheets
Various training material and support documents to help you both explain and debrief the different exercises, activities and games Plus a fun final Jeopardy style review game as a fun ending for your training program.
Additional
Support Documents
To ensure you have all you need to deliver a complete and professional training program, additional supporting documents are included with each full course material package. From training evaluation forms to 5 different certificate templates that you can edit and hand out to your participants at the end of your training.
Job Aids
& Forms
Specific forms designed to extend and reinforce the training that participants can utilize back on the job to help them apply the new learned concepts (Select training material packages)
Follow the well-structured format & Deliver a powerful training
Take charge of developing your agents
Logically structured standalone modules
Enliven your training with numerous activities to tackle fundamental key points
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
Easily customize & tailor further to match your specific training objectives
Overview
It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process, agents will be able to calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally. Agents will be able to diffuse the angry caller’s strong emotions, bring the focus back to the issue and concentrate on working together collaboratively to resolve his/her problem.
Course Objectives
By the end of this training course participants will be able to:
Understand and follow a 3 step process for handling angry callers.
Discover the importance of fixing the caller first before fixing the problem.
Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.
Explore the value of being resilient and having ownership of callers issues and problems.
Outline of topics
Introduction: Angry callers and their expectations
Introduction.
Callers and their expectations.
The service recovery paradox.
A complaint is a gift.
Step1: Fix the caller before the problem
Fixing the caller first.
Listen and reassure the caller.
Acknowledge the caller’s anger.
Move the angry caller to the logical side of the brain.
Step 2: Take Ownership of the angry caller’s problem
Showing ownership versus finger pointing and scapegoating.
Language that engages callers.
Avoid callers hot buttons.
Use winning words and phrases.
Step 3: Deliver +1
Apologizing and coming up with a balanced solution to the caller’s problem.
Deliver +1
Post call follow-up and the importance of having resiliency.
Coping with a highly stressful customer service role.
Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
Slide Samples
Trainer Guide Samples
Workbook Samples
What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format
Trainer Guide (36 Pages).
Student workbook (39 Pages).
Slide deck (33 slides).
Customers from hell additional handout and slides.
Bonus activities ( 22 activities ).
Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
Review game.
$179.95 $199.95
You will receive a secure link by email to download your purchase immediately after purchase.
The Fully Customizable Training package includes
- Fully Scripted Training Guide
- Participant Reference Workbook
- Powerpoint Slide Presentation
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- 22 games and activities you can use to enrich your trainings.
- Useful training forms (Evaluation forms, certificates).
- All you need to run a great training program.
- A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.
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TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+
Peter Morrison
Sales & Marketing trainer
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All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.
Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls , handling angry callers and telephone debt collection.
Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.
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