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Dealing with Aggressive Callers
Clients seldom seem to call to tell you what a great job your organisation is doing, unfortunately. However, they do call to complain when they feel that the service your organisation provides is not meeting with their expectations. Sometimes they are just downright frustrated and angry and you become the target for their annoyance.
Be able to deal with callers effectively on the telephone
Be able to use assertive telephone techniques in order to control the call
Gain confidence in dealing with a wide variety of telephone calls and difficult situations
Deal with distressed and anxious callers
Deal with different demographic types such as the elderly and the disabled
Know how to deal with angry and threatening callers
Know how to handle large volumes of calls, and give and receive information
Stay calm and professional on the phone through stressful and busy periods
Defining aggression verbal and non-verbal behaviour
Causes of aggression - Dealing with the client’s perceptions and expectations
Acceptable and non-acceptable levels of behaviour - terminating the call
Understanding our own behaviour and its effect on others
The role of listening when dealing with angry customers - empathetic listening skills
Developing an assertive communication style
Strategies that effectively diffuse difficult client situations and the angry or complaining caller
Options instead of saying ‘NO’
Essential skills for not getting emotionally hooked with the difficult or angry client
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Our course for the month for June is our Essential Tools for Managers course which will take place on 13th and 14th June 2018. The fee for 1 person to attend this practical and beneficial 2-day training course is £680 plus VAT.