Dealing with Difficult Telephone Calls

The invention of the telephone has given millions of people access to information, help and support that previously was unattainable. Unfortunately, it is also an invention that allows us to vent our feelings without remorse or fear of retribution at the unfortunate recipient at the other end. This course offers professional practical advice for anyone who may occasionally come across angry, aggressive or abusive callers and helps them deal with the problem in a calm assertive and professional manner.
The aim of this course is to give staff who deal with clients over the phone the sklls and strategies to be ale to manage the more challenging calls in a safe effective and professional manner
Identifying what type of calls we find difficult
Developing skills to deal with difficult phone calls professionally
Create strategies to deal with specific types of callers
How to recognise the difference between an angry and an aggressive caller
Skills to manage angry or aggressive callers including how to remain calm and professional
Knowing how and when to report aggressive or abusive phone calls
Recognising the effect aggressive calls can have on our stress levels and taking positive action to reduce the impact
Other Information
Duration 1.5 Р2 Hours
Face to Face Training maximum number of delegates 12
Virtual Training maximum number of delegates 12
Public Courses Not available