Dealing with Phone Rage

One Day – £830 + VAT

The majority of calls that are taken by call centres, helpdesks and businesses in general will pass without incident. However, there are occasions when a call may become difficult and it may be necessary to deal with a caller that has become angry for whatever reason.
In these situations, it is important to utilise skills that will help defuse the emotion from the call and eventually move it towards resolution. When badly handled, anger can turn into rage with devastating consequences.
This training will help develop the customer service skills of any telephone based team and ensure that phone rage is successfully dealt with.

Objectives

At the end of this training course your employees will be able to:

  • Explain the typical triggers of phone rage
  • Follow a set process for dealing with phone rage
  • Deal with phone rage in an efficient and effective way
  • Highlight the benefits of dealing with phone rage