About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs/Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, Snacks and beverages will be provided during the session
Course 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.
Learning Objectives:
After completing this course, delegates 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 breakdowns.
● Explore the value of being resilient and having ownership of callers issues and problems.
Who can Attend?
Call center customer service agents and support staff who deal with angry callers on a regular basis.
Why is it Right Fit for You?
This program is ideal if you regularly handle emotionally charged customer interactions and want to respond with confidence rather than stress. It provides a structured yet practical framework to calm frustrated callers, take ownership of issues, and resolve complaints professionally. By mastering these techniques, you can reduce call escalations, improve customer satisfaction, and build personal resilience in a demanding customer service environment.
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Can this Handling Angry and Difficult Callers training be customized for our contact center?
Yes, we offer customized in-house programs tailored to your call center’s specific challenges, customer profiles, escalation patterns, and service standards. The training can incorporate real call scenarios, quality benchmarks, and internal procedures to ensure maximum relevance and measurable improvements in complaint resolution and customer satisfaction.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Module 1: Introduction: Angry callers and their expectations
Info:
● Introduction.
● Callers and their expectations.
● The service recovery paradox.
● A complaint is a gift.
Module 2: Fix the caller before the problem
Info:
● 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.
Module 3: Take Ownership of the angry caller's problem
Info:
● Showing ownership versus finger pointing and scapegoating.
● Language that engages callers.
● Avoid callers' hot buttons.
● Use winning words and phrases.
Module 4: Deliver +1
Info:
● 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.
Event Venue & Nearby Stays
Regus Burelli Street, 1 Burelli Street, Wollongong, Australia
AUD 648.27 to AUD 847.33
