By the end of this course, you will be able to
How to follow a 3-step process to handle angry callers, which includes understanding the importance of handling the caller first before fixing the problem.
What the value of complaints is and how the best caller experiences can come out of the worst service breakdowns, which will help you handle complaints in a better way.
What the value of being resilient and having ownership of callers’ issues and problems is, as learning these skills will help you even beyond the field of customer service.
Course details
- 0 h 58 m/14 lessons
- Last updated: 23/10/2017
- 2 Quizzes
- Course completion certificate
Course Content
Customers and their expectations
How do you see complaints?
Customers and their expectations
How do you see complaints?
The Process of handling angry callers
Step 1: Fixing the caller first
Moving callers to the logical side of the brain
Step 2: ownership
Forbidden words
The caller/customer's 3 hot buttons
Positive words to use
Apologizing
Step 3: Deliver +1
What is resiliency?
Dealing with Stress
Key points review
About this course
This course is made for call center agents and employees, who constantly have to handle angry callers, to develop the necessary set of skills to diffuse charged situations and to work collaboratively to resolve the problem. This course looks into customers' different expectations and the way we perceive complaints, then explores a simple but powerful 3-step process to easily calm angry callers down, regain and maintain control of the call, and handle the situation more confidently and professionally.
Course requirements and prerequisites
This course requires that you work in the customer service field so as to achieve the utmost benefit.
Mentor
Fadi Serry Eldin
Managing Director - Scitron Training
37,579 Learners
9 Courses
