Dealing with Angry and Difficult Customers

This 1/2 day workshop provides the key skills a call centre agent requires to deal with customers empathetically and sincerely whilst also exploring strategies for dealing with rude customers, and to give you the confidence to handle any hostile conversations that you may face.

Workshop Outcomes:
Upon successful completion of this course, you will be able to demonstrate your ability to:

• Gain an understanding of how anger effects our health, mind, and behaviour.
• Develop skills to remain assertive.
• Understand aggressive, manipulative and passive behaviour.
• Understand the Conflict resolution and management process.
• Conduct customer telephonic communication in an empathetic, ethical and confident way.
• Develop the skills to deal effectively with angry and/or difficult customers.
• Be ready for handling difficult conversations and practice how to handle them well.
• Minimise distractions in working from home to focus on successful customer calls.