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

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