HANDLING TELEPHONE RAGE

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Handling telephone rage is becoming common. More and more employees have to deal with irate customers over the phone, and evidence from the finance union UNIFI suggests that this problem is on the increase. This interactive course provides individuals with essential tools and techniques to deal with enraged callers and the stress that they can cause within a working environment.


Delivery:
  • Classroom
Regions:
  • North East England
  • North West England
  • The East Midlands
  • The West Midlands
  • South West England
  • South East England
  • London
Category:

Further Details

COURSE OBJECTIVES

Recognise the root causes of 'Phone Rage'.
Effectively deal with enraged callers.
Provide positive responses even when you can not say 'yes'.
Manage your emotional response when under pressure.
Turn enraged callers into satisfied customers.

COURSE DESIGNED FOR

This course is designed for individuals who deal with people on the phone in call centres, as receptionists or during everyday dealings with external and internal customers and find telephone rage a problem that needs a solution.

COURSE DURATION

One Day

MAXIMUM NUMBER OF DELEGATES

Eight

IN HOUSE DELIVERY OPTION AVAILABLE

Yes

COURSE CONTENT

Telephone Terror ~

Why phone rage is on the increase
What drives and fuels anger
Empathising with the caller

Managing Different Types of Callers ~

Identifying the common caller types
Managing both passive and aggressive callers
How your approach effects others

Calming Down Quickly ~

Coping with stress - ways to manage personal stress
Staying in control and managing the emotional response
An introduction to the anger management process

Transferring Phone Rage into Satisfied Customers ~

Turning an outburst into an opportunity
Taking responsibility for the successful outcome

Personal Development ~

Preparing a personal action plan

This Training Course is taught in classrooms in the following locations:
Leeds
Manchester
Nottingham
Birmingham
Bristol
Milton Keynes
Southampton
London WC

Guide Price: £395 1st delegate (£295 for all others from the same organisation)