In this module, we'll test your knowledge of the key learning points from the unit. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.
Dealing with an angry, aggressive customer is nearly inevitable in a contact center environment, yet it can be a very intimidating experience for agent. Those equipped with proper techniques will feel more confident and will be better able to handle angry customers professionally.
This unit focuses on the angry customer and key reasons for their frustration. Agents will learn fundamental principles that they can apply to keep calm in heated situations. They will learn about the AVERT model that is designed to de-escalate a call quickly. Learners will benefit from interactive scenarios that develop the essential skills required to handle hostile and personally abusive callers effectively.
Agents will learn:
In this module, we'll test your knowledge of the key learning points from the unit. To pass, you must answer at least 80% of the questions correctly.
After finishing the courses of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Managing Challenging Callers below. If you apply for bulk pricing, please contact us to place your order.
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The Managing Challenging Callers course is designed by call center experts to provide a practical and engaging learning experience. Start today.