Dealing With Phone Rage
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We run a course which is for all staff that handle
telephone calls and need to know how to deal with
difficult, demanding or enraged callers. This is a
practical workshop with a combination of input,
discussion and practical exercises.
Who is the Course for?
All front line staff who deal with phone calls as part of
their everyday workload.
Duration
1 day
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Further Details
Phone rage is on the increase! 37% of UK customers
have admitted to shouting at telephone agents over the
telephone. Consequently, absenteeism and turnover of
telephone operatives has increased almost 50%
compared to last year.
Nobody should accept verbal abuse, no matter who
they are but on occasions a customer service rep can
be so rude or unhelpful to a person that the customer
has to shout to get anything done. Understanding the
causes of phone rage in your customers and using
techniques to manage them is an essential requirement
of any organisation. It requires people who can diffuse
the customer's anger and work towards a solution.
This Training Course is offered "in house" at the following locations:
Norwich
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
