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 Tutor led 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 tutor led 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 tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
£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.