Call Centre Training
Just a Call Away Series - Really Angry Customer, The
Learn how to calm the customer and get the information needed to deal effectively with the issues.
Customers become angry when they have unmet expectations and the situation is not handled well. Learn how to calm the customer and get the information needed to deal effectively with the issues.
Includes THE BEST IDEAS EVER FOR HANDLING VERBAL ABUSE!
Training points include:
- How to deal with customers in an attacking mode
- Turn low quality information into high quality information
- Use questions without antagonizing the caller
- Skills for staying calm and in control
- Focussing on what you can do
- Know your limits and how to transfer a call
- How to learn from difficult call experiences
This DVD is available in many languages.