Handling telephone rage is becoming common. More and more employees have to deal with irate customers over the phone and 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.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

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

£464.13 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

Very good. We encounter all sorts of callers at our office, some of whom are not so pleasant so we were looking for a course that could put everyone at ease and let them know it is OK to be assertive with the more difficult ones. Training and Development Solutions came to see us and tailored the course to our needs. Following a meeting with senior management, they took time to understand exactly what we wanted and they delivered.

We have an ongoing training programme for our staff and I have no hesitation in using Training and Development Solutions for it all.

Call Centre Manager - Mobile Phone Operator

I came to this course with some trepidation expecting to go through all of the usual stuff, but was very pleasantly surprised. The course took a different view to what I expected and was all the more enjoyable for it.

Head of Operations - Major Clothes Retailer