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About

Part of the Just A Call Away Series on telephone skills.

What do you do when a customer reaches the end of their rope and takes their frustrations out on you?

Using a very real scenario, this program shows call-center personnel how to defuse the customer’s anger and bring the situation to a satisfactory conclusion.

Customers become angry when they have unmet expectations and the situation is not handled well. It is imperative that your CSRs know how to calm the customer and get the information needed to deal effectively with their issues.

This program uses the story of a frazzled customer with a legitimate complaint to show how important it is to handle these situations properly. The last thing the caller in this drama needs is another setback!

Participants will learn to:

  • Deal with customers who may be in attack mode
  • Turn low quality information into high quality information
  • Ask questions without antagonizing the caller
  • Focus on what can be done for the customer
  • Recognize limits and how/when to transfer a call
  • Remain calm and in control throughout the call
  • See difficult call experiences as learning opportunities

 

Package Includes

  • DVD (15 Minutes)
  • Leader’s Guide

    Produced by CRM Learning

This is available as part of

Just A Call Away Series
Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps for handling telephone service encounters with skill and a caring attitude.
Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps possible to ensure that your people handle every call with excellent customer service skills and a caring attitude. Service representatives who d... read more
Topics
Customer Service
Uses
Telephone Customer Service
Dealing With Difficult or Angry Customers
Video Running Time (minutes)
15:00
Producer
CRM
Presentation Style
Dramatic Vignettes
Course ID
00501

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