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R esearch tells us that customers are more inclined to show anger and upset on the telephone than they are in face-to-face interactions with a representative. What this means is that business professionals are likely to encounter some difficult callers. Research also tells us that there are some specific telephone strategies that will appease difficult callers and in most cases, turn them into satisfied customers. This course, Handling Difficult Callers, focuses on rules, techniques, and assessment criteria for making the most of negative callers and stress-producing situations.

After completing Handling Difficult Callers, participants will be able to:

• Use techniques for managing angry and upset callers;
• Utilize a Difficult Callers Game to reduce stress;
• Apply ten rules of telephone etiquette;
• Incorporate strategies for being clear and succinct.; and
• Evaluate their abilities by using telephone assessment criteria.

Handling Difficult Callers utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course. A Certificate of Completion will be awarded.

Handling Difficult Callers is designed for any telephone representative or front-line employees who want to improve his or her listening skills and improve their interactions with customers.

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39