Handling An Irate Caller

Course Details

Complaining, emotion-charged callers are an unfortunate, yet sometimes inevitable aspect of customer service in any organization. They can take you by surprise, and if not handled appropriately, the implications can be severe.

This self-paced course provides viewers with several practical suggestions on how to effectively manage that irate caller.

What you’ll learn

• Utilize techniques to calm the caller down, and to remain calm yourself.
• Demonstrate verbal signals that can be used over the phone to show that you are listening and interested.
• Recognize when and how you should transfer the call.