Handling Difficult Telephone Conversations
Anatomy of a telephone complaint: the difference in emotion from a face-to-face situation, and the tendency for the telephone to contribute towards increased hostility.
Experiencing the immediacy of a difficult caller and how to deal with the first few seconds.
Ignoring the hostility, but listening to the caller – being quiet but letting the caller know you are still with them.
Understanding empathy and depth- empathy, and how to apply them.
Diffusing-techniques using transactional analysis and assertiveness.
Finding practical solutions and ensuring the caller feels valued.
Ending the call and follow-up.
Evaluating the substance behind the call and entering this into an incident-log.
Any member of staff who regularly uses a telephone to converse with customers.
We can deliver our training sessions in several ways, these being:
- Open public course (Contact us if you can’t see a suitable date listed)
- Closed group
- In person face to face
- virtual
- One to one coaching
Have two or more people to train? you may consider a closed group course.
Benefits include:
- Cost effective
- Choose a date to suit you
- Customise content and timings
- No minimum delegate
Contact us on [email protected] to discuss specific date and delivery requirements.
How Our Courses Are Delivered:
Delegates are given Pre-work
Group courses use your real-world scenarios so learning is immediately relevant and actionable.
Our sessions are participative and highly Interactive by including a variety of activities throughout the delivery including
Real-world case work
Practical exercises
Real Play
Peer learning
Case studies
Simulation
Facilitated discussion and Structured reflection
Leave with Actionable outcomes
Post-session measurements
Participants leave with:
Practical tools
Clear action plans
Greater confidence
Skills they can apply immediately
Course Benefits
- Fully led tutor instruction
- Comprehensive courseware for all delegates
- Certificates of attendance
- Course Guarantee
- Emergency trainer
- Contextualisation and customisation for Closed group courses
- Evaluation Feedback
- Pre & Post Course Activities
- Access to Customer Portal (course bookers) for oversight of past and future training events and attendance details
Key Features
Engaging & interactive tutor led session
Comprehensive course materials
£449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.