Tyrant Turnaround: Going From Difficult to Delighted Callers (e-Learning):

This self-paced, 3-module e-Learning program provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.

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. However, 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 the right phone technique for each.
- Outline proven practices for handling complaint calls.
- 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.

Price: $50 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122