Handling Telephone Rage

Handling Telephone Rage - Course Outline

Handling telephone rage is becoming common. More and more employees have to deal with irate customers over the phoneand evidence from the finance union UNIFI suggests that this problem is on the increase.

This interactive handling telephone rage training course provides individuals with essential tools and techniques to deal with enraged callers and the stress that they can cause within a working environment.

Course Objectives

Recognise the root causes of 'Phone Rage'.
Effectively deal with enraged callers.
Provide positive responses even when you can not say 'yes'.
Manage your emotional response when under pressure.
Turn enraged callers into satisfied customers.

Course Designed For

This course is designed for individuals who deal with people on the phone, either in call centres, as receptionists or during everyday dealings with external and internal customers.

Course Content

Telephone Terror

Why phone rage is on the increase
What drives and fuels anger
Empathising with the caller

Managing Different Types of Callers

Identifying the common caller types
Managing both passive and aggressive callers
How your approach effects others

Calming Down Quickly

Coping with stress - ways to manage personal stress
Staying in control and managing the emotional response
An introduction to the anger management process

Transferring Phone Rage into Satisfied Customers

Turning an outburst into an opportunity
Taking responsibility for the successful outcome

Personal Development

Preparing a personal action plan

Top of Page | Printer Friendly Page | Recommend This Site