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Dealing with Aggressive Callers

1 Day

Introduction

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.

Programme Objectives

  • 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

Programme Content

  • 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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