Tyrant Turnaround:
Going From Difficult to Delighted Callers
Oct 2, 2008
Being on the frontline in a call center is a tough job, and it’s made even tougher by the occasional (or frequent) caller who is complaining, angry, or even hostile. Add to the mix other challenging callers that are just mildly annoying such as talkative, confused, or just impatient. But any of these calls can have a positive side with the satisfaction of being able to turn a difficult call into a positive customer experience for both you and the caller. This session provides "must have" techniques for dealing with all kinds of calls, from mildly irritating to very difficult. Students will learn specific vocabulary formulas and voice tone techniques to use to turn a stressful encounter into a positive interaction. Particular attention will be paid to reaching a successful outcome with every complaint call.
Seminar attendees will learn to:
• Identify caller types and how to categorize them in order to select the right phone technique.
• Outline proven practices for handling complaints, so that these calls become a gift instead of a nuisance.
• Describe the steps for diffusing a caller’s anger so a positive outcome can be reached.
• Practice voice tone techniques proven to turn around an angry or hostile caller.
• Outline steps to reduce stress after a challenging or difficult call.
10/2/2008 11:00 AM EST
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Price $300/Monitor
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