Updated

Telephone agents don’t have the luxury of using body language to convey information. With effective vocal techniques the only tool at their discretion, agents must appreciate that the way they speak to customers reflects the company brand. Sounding professional at all times, regardless of accent, personality or mood is fundamental.

Telephone agents don’t have the luxury of using body language to convey information. With effective vocal techniques... Read more

vocal_victories.png
$149per user

6. Handling Hostility
Efficiently Controlling Hostile Call Scenarios

Dealing with an angry, aggressive customer is an extremely 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 and develop 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.
  • Participate in an example call to determine current skills when dealing with an angry caller.
  • Learn how to apply their current communication skills to situations involving angry customers.
  • Be introduced to the AVERT model that can be used to deal with angry customers.
  • Learn established techniques to apply when an angry caller uses personal abuse.
6. Handling Hostility
  • 6 modules
  • 51 min

The Vocal Victories program is designed by call center experts to provide a practical and engaging learning experience. Start today.