Really Angry Customer

How do your people handle calls from customers who are more than just annoyed - but downright angry? It happens in the best of companies. For all sorts of reasons. And it's your people on the phones that take the brunt of the anger. This video trains them in the skills they need to calm the customer and find out the information they need to deal with the problem. With this video, in just 14 minutes, your telephone operators get lots of really great practical ideas . You get excellent messages put across clearly and positively. The video shows real understanding of what it's like to be on the receiving end of foul language and personal attacks. It shows how to deal with angry people, getting them to calm down and communicate clearly and sensibly. It also shows empathy for the caller too, so your participants understand that it's not a 'them and us' situation but a customer with a problem that can - with the correct handling - be solved.

Learning includes:
* How to deal with the caller in 'attacking' mode
* How to turn low quality information into high quality information
* How to use questions without antagonising the caller
* Skills for staying calm and in control of the call
* A great idea for handling verbal abuse
* Focusing on what you can do, not what you can't
* Know your limits and when it's OK to transfer a caller
* How to learn from difficult call experiences

Especially relevant to:
* Call centre training
* Telephone skills
* Customer care
* Interpersonal skills
* Dealing with difficult people
* Communication