Handling angry and difficult callers
- Understand and follow a 3 step process for handling angry callers.
- Discover the importance of fixing the caller first before fixing the problem.
- Understand the value of complaints and how the best caller experiences can come out of the worst service break downs .
- Explore the value of being resilient and having ownership of callers issues and problems.
Outline of topics:
Angry callers and their expectations
- Callers and their expectations
- The service recovery paradox
- A complaint is a gift
Fix the caller before the problem
- Fixing the caller first
- Listen and reassure the caller
- Acknowledge the caller’s anger
- Move the angry caller to the logical side of the brain
Take Ownership of the angry caller’s problem
- Showing ownership versus finger pointing and scapegoating
- Language that engages callers
- Avoid callers hot buttons
- Use winning words and phrases
- Apologizing and coming up with a balanced solution to the caller’s problem
- Deliver +1
- Post call follow-up and the importance of having resiliency
- Coping with a highly stressful customer service role.
We consider that each employee learns from his/her experience. Therefore our training programs aim to go further and bring the participants to a higher level of knowledge by studying best practices and implementing them into their daily work. Thus, we offer you reliable solutions to ensure that your organization’s income rises faster than your workforce costs.