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.

They can be the stuff of nightmares, but challenging callers are a reality for many frontline agents.... Read more

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Certification 2 courses 1 h 33 min

The following courses are included:

  1. 1. Types of Challenging Callers
  2. 2. Handling Hostility
  3. Certification

2. Handling Hostility

Take control of hostile call scenarios

Dealing with an angry, aggressive customer can be a daunting experience for any agent. The Handling Hostility course focuses on the angry customer and key reasons for their frustration. Agents will benefit from an interactive e-learning experience that develops the essential skills required to handle hostile and personally abusive callers efficiently.

Agents will learn to:

  • Understand the challenge of dealing with angry customers.
  • Explore the basic principles of Emotional Intelligence and how these can be applied when managing their emotional state and influencing the caller.
  • Apply their current communication skills to situations involving angry customers.
  • Utilize the AVERT model when dealing with angry customers.
  • Apply established techniques when confronted with personal abuse from an angry caller.
2. Handling Hostility
  • 6 modules
  • 48 min

The Managing Challenging Callers program is designed by call center experts to provide a practical and engaging learning experience. Start today.