Handling angry and difficult callers

Handling angry and difficult callers

Price:  $199.95  $179.95           

Duration: 2 Days

Delivery methods outlined in trainer guide: 
Group exploration and facilitator led discussions, , practical application exercises using job aids, best practice theory exploration.

 
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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. This one day program will teach you a simple but powerful 3 step process that will help you calm angry callers down and regain and maintain control of the call and handle the situation more confidently and professionally by helping you diffuse the caller's strong emotions and concentrate on working together collaboratively to resolve his/her issue..

Enabling 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.

Who is this course for?

Call center agents, support agents and customer service staff or anyone who regularly deals with angry callers on a regular basis.

Outline of topics:

The 4 Step creative problem solving and decision making process

Introduction: Angry callers and their expectations

checkmarckcircule Introduction

checkmarckcircule Callers and their expectations

checkmarckcircule The service recovery paradox

checkmarckcircule A complaint is a gift

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.

Step1: Fix the caller before the problem:

checkmarckcircule Fixing the caller first

checkmarckcircule Listen and reassure the caller

checkmarckcircule Acknowledge the caller's anger

checkmarckcircule Move the angry caller to the logical side of the brain

Step 2: Take Ownership of the angry caller's problem:

checkmarckcircule Showing ownership versus finger pointing and scapegoating

checkmarckcircule Language that engages callers

checkmarckcircule Avoid callers hot buttons

checkmarckcircule Use winning words and phrases

Competitive review game - A Power Point Review Game Show for a high energy ending & to recap the covered training materials.

Our Clients

Testimonials

What does the instant download package include exactly?

What does the instant download package include exactly?

  •  Trainer Guide (36 Pages).
  •  Student workbook (39 Pages).
  •  Slide deck (33 slides).
  • Customers from hell additional handout and slides.
  • Training support documents (Training evaluation forms, 5 certificate templates, program outline).

Plus a Big Bonus!

22 activities to use with other training programs & training materials you have.
Power Point Review Game: Review the training materials you just covered and watch excitement rise as participants compete to answer questions in a series of exciting rounds.

That’s not all, The Power Point game is fully customizable so you can easily change the questions and create other versions and other games for other training courses and training materials you teach.

Receive all source files instantly in MS Office format iconsms

Price : $199.95
               $179.95

 

Why buy our courseware packages?

Big Value for money

Instantly get a comprehensive and well structured training courseware materials package that includes everything you will need to run a successful and professional training program:A comprehensive trainer guide, A comprehensive workbook, Power Point slide deck, Activity & Exercise sheets, Review game.

Fully customizable

Any modifications or customiation or pesonalization of the training materials to match your specific training objectives or specific needs of your participants can be easily made since you get all source files in Microsoft office format. You have the right to make any additions or even brand your training materials package with your own brand (we only do not allow the resale of these training material packages in any way or form)

Easily add to your own materials

Our Training packages are divided into modules where each module focuses on a specific topic which makes it easy for you to tailor or customize the training materials or add to your current training courseware materials.

Exercises, Games & activities to enliven and spirit-up your training delivery

Our training packages are packed with self-discovery activities, exercises and games focusing on specific learning outcomes to enliven your training delivery and energize your participants.

End your training with a fun & competitive review exercise

Each of our training packages includes a great bonus Power Point game show that was designed to be the grand finale of your training program and keep your participants engaged to the very end. Just split your participants into teams and watch excitement rise as they compete to answer questions around your training materials for an excellent and fun way to review, recap and improve retention of the training materials covered.

Download and get it instantly

Instantly download and get your training package immediately. After purchasing off our website you immediately get a link to download everything in a zipped file. 

Fully Editable and customizable

No restrictions, full freedom to use

MS office format

Packed with activities , games and exercises

Very well organized and structured design documents

Engaging power point slide deck

Step by step comprehensive trainer guide

Competitive fun games and activities

Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants.

Downloadable immediately

Get original source files

Engaging Innovative content

Based on latest training models and concepts

Specific job aids and useful forms to use back on the job (Selected training courses )

High impact visuals

Training materials that helps you create an engaging learning environment

Assessment tools (Selected training courses)

All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.

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Make Your Training "STICK"

One of the best ways to make training “stick” is to allow time for participants to review material that has been presented. In fact, material that has been reviewed by participants is five times as likely to be retained as material that has not. Reviewing allows participants to “save” the information in their brains. a great technique that promotes review is to always end your training program with a competitive review game, It's fun great way to end your training on a high note and at the same time give a great wrap up and reminder of all the learning points and key concepts of the training and can help you gauge how effective the learning process was.

Easily Add Fun, Excitement & Competition To Your Class

That’s why we add a new, exciting and competitive Power Point Review Game to each of our full training packages that you can use to easily review key questions from your training program by engaging your class participants in a fun, energetic competition and ensure your they stay engaged till the very end of your training. We believe so much in this review game technique that it became part of our training packages. Now each of our Full training packages includes a Power Point Game show competitive review exercise pre-packed with questions and answer. Just run the game and watch excitement rise as teams compete to answer.

Our Clients

Testimonials
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