Handling Angry Callers

Handling Angry Callers

About this course

 

As a call center representative, you will come across angry callers on a daily basis. How you handle these interactions can either lead to a successful resolution of their issue, or losing the customer forever.

 

The 5 techniques presented in this training can help to calm the caller, enhance the productiveness of the call, decrease handle times and increase customer service quality.

 

Audience:

Contact center agents.
Contact center supervisors.

 

Estimated time: 

~ 10 min

 

Certification:

To successfully complete this course and earn your certificate, you must score 60% or higher on the Quiz (3 of 4 questions).

 

Curriculum

  • 5 Steps for Handling an Angry Caller in the Call Center
  • Quiz
  • Survey & Certificate
  • What's Next?

About this course

 

As a call center representative, you will come across angry callers on a daily basis. How you handle these interactions can either lead to a successful resolution of their issue, or losing the customer forever.

 

The 5 techniques presented in this training can help to calm the caller, enhance the productiveness of the call, decrease handle times and increase customer service quality.

 

Audience:

Contact center agents.
Contact center supervisors.

 

Estimated time: 

~ 10 min

 

Certification:

To successfully complete this course and earn your certificate, you must score 60% or higher on the Quiz (3 of 4 questions).

 

Curriculum

  • 5 Steps for Handling an Angry Caller in the Call Center
  • Quiz
  • Survey & Certificate
  • What's Next?