Handling Challenging Callers Professionally – 1 Day Workshop | Canberra
Description
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Course Overview:
It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process, agents will be able to calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally. Agents will be able to diffuse the angry caller's strong emotions, bring the focus back to the issue and concentrate on working together collaboratively to resolve his/her problem.
Target Audience:
Call center customer service agents and support staff who deal with angry callers on a regular basis.
Learning Objectives:
After completing this course, delegates will be able to:
● Understand and follow a 3 step process for handling angry callers.
● Discover the importance of fixing the caller first before fixing the problem.
● Understand the value of complaints and how the best caller experiences can come out of the worst service breakdowns.
● Explore the value of being resilient and having ownership of callers issues and problems.
Prerequisites:
There are no formal prerequisites.
📧 Contact us today to schedule a customized in-house session: corporate@mangates.com
Course Materials:
Students will receive a course manual with presentation slides and reference materials.
Why is it Right Fit for You?
This program is ideal if you regularly handle emotionally charged customer interactions and want to respond with confidence rather than stress. It provides a structured yet practical framework to calm frustrated callers, take ownership of issues, and resolve complaints professionally. By mastering these techniques, you can reduce call escalations, improve customer satisfaction, and build personal resilience in a demanding customer service environment.
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FAQs
- 1. Who should attend this course?
Customer service agents and support staff who regularly handle difficult callers.
- 2. What is the main focus of the program?
Managing and calming angry callers using a structured 3-step process. - 3. Is the training practical?
Yes, it focuses on real-life call handling techniques and scenarios. - 4. Will I learn how to control emotional conversations?
Yes, the course teaches how to diffuse emotions and regain control. - 5. Does it address complaint handling?
Yes, including the service recovery paradox and the value of complaints. - 6. Are communication techniques included?
Yes, including language that engages callers and avoids hot buttons. - 7. Is resilience covered?
Yes, coping with stress and building resiliency are included. - 8. How long is the program?
The duration is 1 Day. - 10. Are there any prerequisites?
No, there are no formal prerequisites. - 11. Will apology techniques be discussed?
Yes, including balanced solutions and “Deliver +1”. - 12. Does the course improve customer satisfaction?
Yes, it focuses on turning complaints into positive experiences. - 13. Is a certificate provided?
Yes, a course completion certificate is provided after training.
Agenda
Module One: Introduction: Angry callers and their expectations
● Introduction. ● Callers and their expectations. ● The service recovery paradox. ● A complaint is a gift.
Module Two: Fix the caller before the problem
● Fixing the caller first. ● Listen and reassure the caller. ● Acknowledge the caller's anger. ● Move the angry caller to the logical side of the brain.
Module Three: Take Ownership of the angry caller's problem
● Showing ownership versus finger pointing and scapegoating. ● Language that engages callers. ● Avoid callers' hot buttons. ● Use winning words and phrases.
Module Four: Deliver +1
● Apologizing and coming up with a balanced solution to the caller's problem. ● Deliver +1 ● Post call follow-up and the importance of having resiliency. ● Coping with a highly stressful customer service role.
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