Vigeo International

Telephone techniques for dealing with Irate Callers

Description: This course is aimed at staff who take incoming calls and enquiries from customers as well as those who have to make outgoing calls. It focuses on the particular issues of dealing with callers who are irate or unhappy and how to arrive at a positive outcome. It is relevant to those new to the role and also as a refresher for more experienced customer care representatives.

Prerequisites:

This course assumes existing experience or participation in training on effective communications skills and telephone techniques.

  • Dealing with unusual queries:
  • Sentences and words that should not be used:
  • How to control conversation and get the information you require:
  • Being patient and not taking calls personally:
  • Remaining positive on the phone:
  • Ascertaining and understanding the callers view:
  • Remaining calm and calming customers:
  • How not to let things get to you:
  • When and How to end a call and how to do it politely and courteously: