Program: Managing Challenging Callers
They can be the stuff of nightmares, but challenging callers are a reality for many frontline agents. From the shy and confused, to the impatient and angry, callers come in many different forms. The ability to manage a challenging call with calm and confidence is a skill that every agent must possess.
Managing Challenging Callers includes the following courses:
1. Types of Challenging Callers
Be ready for any customer every time
Early recognition and prevention is always the best policy when dealing with challenging calls. Learn how to identify various types of challenging callers and apply proven techniques that turn a negative situation into a positive customer experience.
Mastery Certification: Managing Challenging Callers
After finishing the courses of the program, 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 program.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
The Managing Challenging Callers program is designed by call center experts to provide a practical and engaging learning experience. Start today.