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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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