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!

Related Courses

SP 210 - Bed Bug Prevention and Treatment

We've all heard the famous saying: "Don't let the bed bugs bite!" With this course, we intend to help you accept that challenge by teaching some of the most effective prevention techniques and treatments to keep bed bugs away from your homes and businesses!

More Details >>

SP 250 - Lead Safety and Awareness

As a landlord or property manager, you hold the critical responsibility of making sure that all current and potential tenants are aware of the acute dangers of lead poisoning. Despite its increasingly restricted usage, lead is still present in millions of homes and buildings built before 1978. In this course, we'll discuss why lead is so dangerous, who is most at risk, and what you can do to help.

More Details >>

COM 110 - Email Etiquette

Participants in this course will learn tips and tricks for sending professional email correspondence while avoiding some of the more common email blunders. Email etiquette is the primary focus of this professional training course.

More Details >>

SP 125 - Bloodborne Pathogen Awareness

Bloodborne pathogens are highly infectious and can affect anyone in any industry when lacking adequate knowledge of occupational risks and prevention practices. As we all know, accidents happen, and when they do, you need to know how to protect yourself and those around you from transmissible disease. In this course, we'll examine why it's important to avoid bloodborne pathogen exposures, and discuss the safest ways to address blood-related emergencies in the workplace.

More Details >>

PD 140 - Conflict Resolution: Introduction

This course helps identify the "nature of conflict" as well as both healthy and unhealthy responses to it. When conflict is approached in a healthy manner, there are often positive benefits such as increased understanding of the "other" person or group. Learners will be able to approach conflict with greater insight and increased chances of a positive outcome for all involved.

More Details >>

SP 100 - Introduction to Workplace Safety

As an employee, you are your company's most valuable asset! So how can you stay healthy and safe? We'll take a look at some safety practices and behaviors to teach you how to address emergencies, avoid workplace hazards, and leave work every day as healthy as when you arrived.

More Details >>

COM 200 - Business Letter Writing

Participants will learn the basics to formatting and writing an effective business letter.

More Details >>

SP 105 - Basic First Aid

Are you the type of person always willing to help during an emergency? If yes, then you've come to the right place! In this course, we will provide basic first aid information on assessing common injuries, minimizing harm, and delivering immediate aid in the workplace and beyond!