Handling the Irate Caller

Course Overview

The single biggest challenge for any of us on the telephone is handling that emotionally charged customer who is looking for blood, any blood!

There are times at work when we all are subjected to that difficult call. This video will arm your office workers with the skills required to deal effectively and efficiently with these situations.

This course lays out an easy to follow step by step system of handling the irate caller.

Learning Objectives

After completing this training program, you should be able to:

• Discover how to let the irate caller burn themselves out
• Recognise the importance of paraphrasing
• Learn techniques to stay calm yourself and get to the real problem

Target Audience

Anyone using the telephone in your workplace.