Handling Hostility

Handling angry callers is a skill, which means with some training and practice, you can perfect your approach. This course is designed to teach you the techniques you can then apply to transition a customer from angry to satisfied.

  • Agent
  • 40 min

What Learners will learn

  • Identify the challenges of handling angry customers
  • Identify how emotional intelligence and empathy are two key skills to influence a caller’s emotional state
  • Define the AVERT technique
  • Identify coping mechanisms to use when confronted with abusive language

Who should take this?

  • Individuals interested in improving their customer service phone skills
  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with phone skills
  • Supervisors or coaches that manage telephone agents

Course Outline

  • Applying Your Current Skills
  • Diffusing Anger
  • Influencing Behavior
  • Interactive Scenario: Handling an Angry Caller
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Handling Hostility course is designed by call center experts to provide a practical and engaging learning experience. Start today.