Further Details
COURSE OBJECTIVES
Recognise the root causes of 'Phone Rage'.
Effectively deal with enraged callers.
Provide positive responses even when you cannot 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, either in call centres, as receptionists, or during everyday dealings with external and internal customers.
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 affects 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
Guide price
£395 1st delegate (£195 for all others from the same organisation) |
