Calming the Irate Caller

From Start to Finish: Successfully Managing a Customer Contact

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

Apr
25

Spring Cleaning How You Appear in Searches Continue Reading

Feb
14

Eight Essential Skills Every First Time Supervisor Needs – Part 2 Continue Reading

Jan
31

Eight Essential Skills Every First-Time Supervisor Needs – Part 1 Continue Reading

Jan
03

New Year’s Resolution: I Will Negotiate a Compensation Increase in 2023! Continue Reading

Dec
20

Leadership Secrets: The Goldilocks Principles Continue Reading

Nov
22

Turning Gatekeepers Into Allies Continue Reading