The Irate Caller
Complaining, emotion-charged callers are an unfortunate, yet sometimes inevitable aspect of customer service in any organisation.
They can take you by surprise, and if not handled appropriately, the implications can be severe.
This training module provides viewers with several practical suggestions on how to effectively manage that irate caller.
This phone skills training program will examine the importance of:
- Listening carefully without interrupting
- Taking good notes
- Remaining calm
- Getting to the real problem