Customer Service Training
Customer Service Excellence: Handling Irate Callers
Designed specifically for telephone customer service, this workshop will help your team deal with irate callers and escalations more successfully.
In this workshop, Agents and Managers will learn:
At the end of the session, you will leave with an implementable action plan to handle challenging situations. You will be able to improve your team's performance right away - with the next irate caller.
Designed specifically for telephone customer service, this workshop will help your team deal with irate callers and escalations more successfully.
In this workshop, Agents and Managers will learn:
- The 5 emotional states of the caller and the Agent during an irate call or escalation
- 3 rapport-building techniques to calm irate callers
- 5 questioning skills that will gather more information, so you can resolve the client's issue and soothe hurt feelings
- 3 active listening skills to make the client feel heard
- How to re-direct a call tactfully when an Agent or Manager is unable to assist them
At the end of the session, you will leave with an implementable action plan to handle challenging situations. You will be able to improve your team's performance right away - with the next irate caller.
Customer Service Excellence for IT Service Desks
What happens when people call your Help Desk? Do they receive warm, friendly support or do they speak with technically competent people who want to help, but lack the skills necessary to provide a great customer experience?
In this workshop, Agents and Managers will learn:
What happens when people call your Help Desk? Do they receive warm, friendly support or do they speak with technically competent people who want to help, but lack the skills necessary to provide a great customer experience?
In this workshop, Agents and Managers will learn:
- The difference between “Technical” language skills and “Emotional” language skills, and how that affects your caller's perception of the customer service they are receiving
- The anxiety and time pressure callers feel when they want technical help, and how you can address those issues in the opening seconds of the call
- Five key phrases to avoid, because they create an adversarial relationship between the Help Desk Rep and the caller
- Three rapport building techniques to calm upset callers. Callers feel comfortable dealing with service providers they like and trust. So, establishing rapport is the first step
- The “ask – inform – confirm” model to politely resolve your caller’s issues and keep them happy at every stage of the problem solving process
More information about our training seminars:
These workshops can be customized for your organization and delivered either onsite or virtually via webinar. For optimal interaction, class sizes of 8-12 are recommended.
Onsite sessions are available as half-day or full-day options. Virtual sessions are typically a series of four 90-minute webinars, spaced 1-2 weeks apart to allow participants time to apply what they've learned.
Please contact us for more details on how to help your team.
Onsite sessions are available as half-day or full-day options. Virtual sessions are typically a series of four 90-minute webinars, spaced 1-2 weeks apart to allow participants time to apply what they've learned.
Please contact us for more details on how to help your team.
What people are saying:
"Mike recently spoke at a GTACC session on 'How to Handle Irate Customers.' The session was so energetic, relevant and practical. The attendees were engaged in workshop exercises and the room was filled with lively discussion. Mike is a very genuine person and speaker, which is part of what makes his sessions amazing! I definitely recommend Mike for training/facilitation and keynote speaking."
Sangeeta Bhatnagar, Chair, GTACC (Greater Toronto Area Contact Centre association)
Sangeeta Bhatnagar, Chair, GTACC (Greater Toronto Area Contact Centre association)