Dealing with Difficult Callers

Course Overview:

This course aims to increase the skills of individuals who work within the Contact Centre industry and deal with difficult callers.

Course Delivery:

This course includes sections on:

Identifying communication skills to use when dealing with difficult callers
Using communication skills to overcome objectives
Using communication skills to resolve queries raised by difficult or demanding customers

The course is delivered using a mix of activities and group discussions.

Progression Opportunities:

NVQ in Contact Centre Operations (depending on job role/activities), plus a selection of one day Customer Service and Communication workshops are available, including:

Successful Telesales
Communication – Listening, Questioning and Confirming

Additional Information:

By the end of the course, delegates will be able to:

Understand the importance of communication skills when dealing with difficult callers
Improve student’s communication skills through various activities, enabling them to hand difficult callers more effectively
Increase awareness of the different types of difficult callers they will have to deal with
Gain an understanding of why callers can be difficult
Enable students to overcome objections and be able to cope with any negotiations

Contact:

01792 284400

Dealing with Difficult Callers Non-accredited Level 2