Dealing with Difficult Customers: Defusing Situations over the Phone

Course Details

Have you spoken with a customer over the phone who was irritated, loud, and extremely angry? This course shows you how to diffuse the situation and turn things around while remaining calm and professional.

This course comes with additional materials to help you implement the learning, including three key actions to take, a blueprint for self-coaching, and a simple infographic to remember the main points.

What you’ll learn

• Using the REACT technique to structure your interaction with unhappy customers.
• How to escalate the call if you cannot solve the issue.
• How to handle callers who are aggressive or verbally abusive.