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COM 125 - Effective Telephone Skills: Difficult Callers II
Course Description
Restoring trust is essential for maintaining the business and loyalty of customers who have become frustrated with you or your organization. In this second course on handling difficult callers, we'll explore some effective strategies for achieving positive outcomes, and discuss how to strengthen business relationships through the restoration of trust in your organization and its services.
Course Objectives
After completing this course, you will be able to:
  • Respond effectively and efficiently to a frustrated caller.
  • Understand the importance of apologizing to the caller.
  • Empathize with the caller's concerns.
Chapters and Pages
 
- Introduction
- Why Restoring Trust Matters (A)
- Why Restoring Trust Matters (B)
- Why Restoring Trust Matters (C)
- Act Effectively
- Act Efficiently
- The Value of Apology
- What to Include
- What to Include (Cont'd.)
- Demonstrate Empathy
- Demonstrate Empathy (B)
- Demonstrate Empathy (C)
- Demonstrate Empathy (D)
- "Here's What I Can Do..."
- "Here's What I Can Do..." (Cont'd.)
- Ending on a High Note
- Ending on a High Note (Cont'd)
- Review
- Let's See What You've Learned!

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