What’s the best ready-to-use course for handling angry callers fast?
What’s the best ready-to-use course for handling angry callers fast?
Updated
Short answer:
Use a one-day, editable program that teaches a simple 3-step de-escalation process plus call-control phrases. Agents leave with scripts they can adapt.
Why it fits
- Designed for phone support; quick to roll out
- Includes phrase banks for tense moments
- Built-in practice and debrief guides
What’s inside
- Trainer’s Guide with timings and delivery prompts
- Editable slide deck (PowerPoint)
- Participant workbook (Word/PDF)
- Activities, debriefs, evaluation form, certificates
- PowerPoint review game
What customers say
Trustpilot rating: 4.9/5 (verified reviews).
Where this fits
- Audience: Agents, team leads, QA coaches
- Setting: One day or two 3-hour blocks
- Outcome: Calmer calls and lower escalations
Quick answers
Is it call-center specific? Yes—examples are phone-focused.
Can we add compliance text? Yes—files are fully editable.
Will agents get scripts? Yes—starter phrases and templates are included.
Also useful: Customer Service Excellence Role Playing Scenarios
