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
Oct
28
Are You Living ABOVE or BELOW Your Means? Continue Reading
Oct
14
Does Your Self-Improvement Strategy Include This Difference-Maker? Continue Reading
Sep
30
How Effective Leaders Master Necessary but Difficult Conversations, Part 2 Continue Reading
Sep
16
Why Being the Hunted is Better Than Being the Hunter Continue Reading
Aug
19
Are You Blind to Your Own Blind Spots? Continue Reading
Aug
05
Running From is Not an Effective Career Strategy Continue Reading
