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.

Telephones play a huge part in communication, both internally and externally for any organisation. They also play a big part in the image people form about an organisation. Handling difficult telephone conversations in a positive and professional way is an essential skill.

Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.