Compelling Interpersonal Skills Training
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Really Angry Customer

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Most angry customers have a legitimate reason to be frustrated. And even though it might not be your fault, if you're the person who takes their call you'd better know how to smooth things over. This program provides a set of skill points that will lead to successful outcomes.

Benefits:
  • Shows how to handle angry callers
  • Demonstrates empathy
  • Leads to win/win solutions
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Really Angry Customer

Run time: 15 Minutes

Part of the Just A Call Away Series on telephone skills.

Customers become angry when they have unmet expectations and the situation is not handled well. It is imperative that your CSRs know how to calm the customer and get the information needed to deal effectively with their issues.

This program uses the story of a frazzled customer with a legitimate complaint to show how important it is to handle these situations properly. The last thing the caller in this drama needs is another setback!

Specifically, participants learn to:
  • Deal with customers who may be in attack mode
  • Turn low quality information into high quality information
  • Ask questions without antagonizing the caller
  • Focus on what can be done for the customer
  • Recognize limits and how/when to transfer a call
  • Remain calm and in control throughout the call
  • See difficult call experiences as learning opportunities


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Contents

  • DVD
  • Leader's Guide

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