How to Handle Irate Callers Workshop

Reflective Keynotes Inc.
Toronto, Ontario, Canada

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' In this workshop, your Agents and Managers will learn:

The emotional states of the caller and the Agent during an irate call or escalation

Three rapport-building techniques to calm irate callers

Five questioning skills that will gather more information, so you can resolve the client’s issue and soothe hurt feelings

Active listening skills to make the client feel heard

How to re-direct a call tactfully when an Agent or Manager is unable to assist them

At the end of the session, you will leave with an implementable action plan to handle challenging situations as a good role model. You will be able to improve your team’s performance right away - with the next irate caller

...''

Phone:416-730-1014

School Address:

Reflective Keynotes Inc. Toronto, Canada.

Jobs & Resumes: Toronto
Houses & Roommates: Toronto
Travel Agencies: Toronto

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