Overall, effective telephone communication plays a vital role in navigating challenging situations by providing immediate access, clarity, empathy, problem-solving capabilities, and relationship-building opportunities, ultimately contributing to better outcomes and smoother resolution of difficulties.
Difficult calls can have a significant impact on both customer satisfaction and staff morale:

Customer Satisfaction:

    • Negative Experience: Difficult calls often involve issues or complaints raised by customers. If these concerns are not effectively addressed or resolved, it can lead to a negative experience for the customer.
    • Frustration and Dissatisfaction: Customers may feel frustrated or dissatisfied if their needs are not understood or if the resolution provided does not meet their expectations. This can result in a decline in customer satisfaction levels.
    • Reputation Damage: Unresolved or mishandled difficult calls can damage the reputation of the organization. Dissatisfied customers are more likely to share their negative experiences with others, potentially leading to a tarnished brand image and loss of future business opportunities.
    • Customer Churn: Continuously poor experiences during difficult calls may drive customers to seek alternatives. High customer churn rates can be detrimental to the long-term success and profitability of the business.

Overall, difficult calls can have far-reaching consequences on both customer satisfaction and staff 

Contact Us

    Staff Morale


    Constant exposure to difficult calls without adequate support or resources can lead to burnout among staff members. Burnout negatively impacts morale, productivity, and job satisfaction, potentially resulting in higher turnover rates.


    Emotional Toll

    Dealing with difficult calls can take an emotional toll on staff members. They may experience stress, frustration, or empathy fatigue from handling challenging customer situations.

    Sense of Helplessness

    If staff members feel ill-equipped or unsupported in handling difficult calls, they may develop a sense of helplessness or inadequacy. This can further erode morale and motivation.

    Impact on Team Dynamics

    Persistent exposure to challenging customer interactions can affect team dynamics. Negative experiences may lead to decreased collaboration, communication breakdowns, or conflicts among team members.


    Loss of Engagement

    Staff members who consistently face difficult calls without seeing positive outcomes may become disengaged from their roles. A lack of engagement can hinder performance and contribute to a negative work environment.

    Why Dealing with Difficult Telephone Calls Training Matters

    Staff members can encounter various challenges when dealing with difficult calls, especially those involving angry customers or sensitive issues. Some of these challenges include:
    • Emotional Intensity: Dealing with angry or upset customers can be emotionally taxing for staff members. They may need to manage their own emotions while remaining calm and professional in the face of hostility or aggression from the customer.
    • Conflict Resolution: Resolving conflicts and finding satisfactory solutions can be challenging, particularly when customers are upset or dissatisfied. Staff members must navigate the situation delicately to de-escalate tensions and reach a mutually acceptable resolution.
    • Empathy and Understanding: Staff members need to demonstrate empathy and understanding towards customers, even when they are angry or frustrated. This requires active listening skills and the ability to empathize with the customer’s perspective while remaining impartial and focused on finding solutions.
    • Communication Barriers: Language barriers, cultural differences, or communication styles can present additional challenges during difficult calls. Staff members must adapt their communication approach to ensure clarity and understanding, especially when dealing with diverse customer demographics.
    • Time Pressure: Difficult calls often require quick thinking and decision-making under pressure. Staff members may feel rushed or overwhelmed, particularly if there is a high volume of calls or tight deadlines to meet.
    • Sensitive Topics: Some calls may involve sensitive issues such as financial problems, health concerns, or personal crises. Staff members must handle these conversations with tact, sensitivity, and confidentiality while providing appropriate support and guidance.
    • Lack of Resources: Staff members may face challenges in addressing customer concerns effectively due to limited resources, such as access to information, authority to make decisions, or technical support. This can prolong call times and frustrate both staff and customers.
    • Repetitive Nature: Dealing with difficult calls on a regular basis can lead to fatigue and burnout among staff members. The repetitive nature of handling similar issues or complaints may diminish motivation and job satisfaction over time.
    • Performance Pressure: Staff members may feel pressure to meet performance targets or metrics, such as call resolution times or customer satisfaction scores, which can add to the stress of handling difficult calls.
    • Personal Safety Concerns: In rare cases, staff members may encounter callers who pose a threat to their personal safety, either through verbal abuse or physical intimidation. Ensuring staff members’ safety and providing appropriate security protocols is essential in such situations.
    Overall, staff members face numerous challenges when handling difficult calls, requiring resilience, empathy, effective communication skills, and adequate support from their organization to navigate these situations successfully. Training programs, ongoing support mechanisms, and clear protocols can help equip staff members with the tools and resources they need to address challenges effectively and provide excellent customer service even in the most challenging circumstances.
    Dealing with difficult telephone calls training is designed to equip staff with the necessary skills and techniques to handle challenging customer interactions professionally and effectively. Here’s an outline of how such training can achieve this goal:

    Effective Communication

    Staff are taught effective communication strategies for diffusing tense situations and building rapport with customers. This includes using positive language, maintaining a respectful tone, and avoiding language that may escalate conflict.

    Active Listening Skills

    Staff are trained in active listening techniques to ensure they fully understand the customer’s concerns and emotions. This involves paraphrasing, summarizing, and asking clarifying questions to demonstrate attentiveness and empathy.

    Emotional Intelligence

    Training emphasizes the importance of emotional intelligence in handling difficult calls. Staff learn to regulate their own emotions, remain calm under pressure, and respond empathetically to customers’ emotions without becoming defensive or confrontational.

    Feedback and Continuous Improvement

    Training encourages ongoing feedback and reflection to identify areas for improvement and refine communication skills over time. This may involve coaching sessions, performance reviews, and peer-to-peer support networks.

    Assertiveness Skills

    Training equips staff with assertiveness skills to assert boundaries, maintain control of the conversation, and address inappropriate behavior or language from customers in a professional manner.

    De-escalation Strategies

    Staff learn de-escalation strategies to defuse anger and hostility during difficult calls. Techniques may include acknowledging the customer’s emotions, validating their concerns, and offering reassurance or empathy.

    Conflict Resolution Techniques

    Training provides staff with practical conflict resolution techniques for addressing customer complaints and finding mutually satisfactory solutions. This may involve negotiation, problem-solving, and compromise to resolve disputes amicably.

    Handling Sensitive Issues

    Staff are trained to handle sensitive issues with tact, sensitivity, and confidentiality. This may involve following specific protocols for addressing personal or confidential information and providing appropriate support or referrals when necessary.

    Resilience Building

    Training focuses on building staff resilience to cope with the emotional demands of difficult calls. Staff learn self-care strategies, stress management techniques, and coping mechanisms to prevent burnout and maintain well-being.

    Role-Playing and Scenario-Based Training

    Training incorporates role-playing exercises and scenario-based simulations to allow staff to practice their skills in a safe and supportive environment. This hands-on approach helps staff gain confidence and proficiency in handling difficult calls effectively.

    Understanding Customer Psychology

    Training begins with an understanding of customer psychology, including common emotions and behaviors exhibited during difficult calls. Staff learn to empathize with customers’ perspectives and recognize underlying reasons for their frustration or dissatisfaction.

    By providing staff with comprehensive training in these areas, organizations can ensure that their frontline personnel are equipped with the skills, knowledge, and confidence to handle difficult telephone calls professionally and effectively, ultimately enhancing customer satisfaction and loyalty.

    Our Approach to Dealing with Difficult Telephone Calls Training

    The NNTC’s Dealing with Difficult telephone Calls is a short but high impact course that gives the delegates the necessary skills to be able to deal with many types of challenging callers and to protect themselves from trauma if they experience aggression or threats over the phone.

    Benefits of Our Dealing with Difficult Telephone Calls Training

    Effective telephone communication is crucial in both ordinary and challenging situations for several reasons:
    • Immediate Access: Telephone communication provides immediate access to individuals regardless of their location. This is particularly vital in challenging situations where quick communication can be a matter of urgency, such as emergencies or critical business matters.
    • Clarity and Tone: In challenging situations, the tone of voice and clarity of communication can greatly affect the outcome. Effective telephone communication allows individuals to convey empathy, reassurance, or urgency through tone, which can help de-escalate tense situations or provide comfort in difficult circumstances.
    • Problem Resolution: Many issues can be resolved more efficiently over the phone than through written communication. This is especially true for complex problems where real-time dialogue and clarification are necessary. In challenging situations, the ability to ask questions, clarify details, and provide immediate feedback can be invaluable in finding solutions.
      Building Rapport: Telephone communication offers an opportunity to build rapport and trust, even in challenging circumstances. Effective communication techniques such as active listening, empathy, and positive language can help establish a connection with the person on the other end of the line, leading to better outcomes, even in difficult conversations.
    • Building Rapport: Telephone communication offers an opportunity to build rapport and trust, even in challenging circumstances. Effective communication techniques such as active listening, empathy, and positive language can help establish a connection with the person on the other end of the line, leading to better outcomes, even in difficult conversations.
    • Conflict Resolution: Challenging situations often involve conflict or disagreement. Effective telephone communication skills, including assertiveness, conflict resolution techniques, and negotiation skills, can help navigate these situations constructively. Clear and respectful communication can prevent misunderstandings from escalating into larger conflicts.
    • Maintaining Relationships: In business or personal contexts, maintaining relationships is essential, even during challenging times. Telephone communication allows for more personal interaction than email or messaging, which can help strengthen relationships by showing care and concern for the other party’s perspective, especially when faced with difficult circumstances.
    • Information Sharing: Telephone communication facilitates the quick and efficient sharing of information, which is crucial in challenging situations where timely updates or instructions are needed. Whether it’s relaying critical details during a crisis or coordinating efforts in a fast-paced environment, effective telephone communication ensures that information is conveyed accurately and promptly.

    Why Choose NNTC for Dealing with Difficult Telephone Calls Training?

    • The NNTC Telephone Abuse Trainers have experience in delivering this training to a wide variety of clients either face to face or virtually ranging from 5 – 25 years
    • All our De-escalation Training Courses are tailored to suit the needs of our clients
    • All NNTC Telephone Abuse training is lively and interactive, putting the delegate at the centre of the learning. This makes it more likely that the skills learned on the course will be implemented in the working environment.
    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 – 2 Hours
    Face to Face Training maximum number of delegates 12
    Virtual Training maximum number of delegates 12
    Public Courses Not available


    What are the pre-requisites for the course?


    Will we get to discuss aspects of the course?

    Yes, the course is fully interactive

    Would your trainer travel to us?


    Do you run public courses for an individual to attend?


    Is there a reduction in fees for charitable organisations?


    What materials will I receive from the course?

    A handout is available on request

    What is the Maximum Number of Delegates allowed on the course?


    Is there role play on the course?

    Only if requested

    Is the course tailored to our industry?

    Yes, all our courses are tailored to suit your requirements and time constraints

    Is there an option for the course to be delivered virtually?