Turn Difficult Callers into Delighted Customers

Overview/Description
 Upon completion of this course, the learner will be able to identify and defuse telephone time bombs, identify and effectively deal with tough callers, and handle angry or abusive callers with professionalism.

Target Audience
 All front-line managers; supervisors; salespeople, front-line administrative staff and anyone who uses the phone professionally.

Expected Duration
4.0 hours

Lesson Objectives:

Telephone Time Bombs

  • recognize the importance of identifying potential telephone time bombs.
  • apply techniques required to satisfy callers requesting a person who is not available.
  • identify the appropriate approaches for obtaining information from a caller.
  • apply appropriate telephone procedures for handling the concerns of mishandled callers.
  • identify professional telephone procedures for effectively handling angry or obscene callers.

    • Tough Callers

  • recognize the importance of handling tough callers in a professional manner.
  • choose the appropriate guidelines for taking charge of nonstop talkers.
  • choose appropriate techniques for assisting a hard-to-understand caller.
  • identify the appropriate steps for assisting an indecisive caller.
  • identify the appropriate steps for controlling a complaining caller.

    • Handling Angry and Abusive Callers

  • recognize the importance of effectively dealing with angry and abusive callers.
  • identify the stages of anger that a caller is experiencing.
  • order the steps for handling angry callers.
  • identify appropriate steps for handling abusive callers.

    • Course Number: COMM0402