Calming the Irate Caller
Session Length: 1.5 – 2 hours | Target: All Customer Service Employees | Prerequisites: Delighting Customers
In any business mistakes happen and people get upset. A critical skill for all customer contact staff is to know how to turn an irate caller into a satisfied Customer. Topics include:
- Why Do Callers Get Irate?
- Dealing With Six Types of Difficult Customers
- Handling Things Right – Turn Anger into Smiles
Latest Leadership Posts
Jul
07
What Rental Cars Teach Us About Leadership Continue Reading
Jun
23
Training Programs are a Bad Investment Unless… Part 2 Continue Reading
Jun
09
Training Programs are a Bad Investment Unless… Part 1 Continue Reading
May
26
Smart Employers Use Job Shadowing to Improve Hiring Continue Reading
May
12
Buying and Selling are Emotional Sports Continue Reading
Apr
28
Three Things Highly Engaged Organizations Do Differently Continue Reading
