COM 124 - Effective Telephone Skills: Difficult Callers I

Topic: Communication skills, Customer Service, Soft Skills, Telephone Skills,

Course Description

Who are difficult callers actually frustrated with? In this first course on handling difficult callers, we'll explore the answer to this question and introduce some effective strategies for managing angry customers over the phone.

Course Objectives

After completing this course, you will be able to:

Understand the root cause of a caller's frustration.
Understand the importance of owning the problem and accepting responsibility for the caller's issue.
Politely address hostile or abusive language.

Chapters and Pages

Addressing Anger

- Introduction
- Who's the Caller Really Angry at?
- Who Are They Really Mad at? (Cont'd)
- Own the Problem
- Where to Begin?
- Offering Help
- Offering Help (Cont'd)
- Know Your Limits
- Interjecting Politely, but Firmly
- Knowing When to Escalate
- Knowing When to Escalate (Cont'd)
- Review
- Let's See What You've Learned!

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