Handling Challenging Callers

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Short Description This workshop will assist staff to develop skills that will turn the call into a positive one and enhance the company’s reputation for good customer service.
Duration 1/2 Day
Who Should Attend Any person who has to deal with a significant number of callers, some of whom may be more challenging than others.
Key Subject Areas
  • Undertake a self-assessment of current challenging caller techniques.
  • Understanding the causes of challenging calls.
  • Responding to the caller, analysing the situation, the caller and the environment and identifying the caller’s true feelings.
  • How to listen, empathise, have a positive attitude, and show a desire to assist.
  • When to acknowledge and to apologise.
  • Using ‘quick-fix’ solutions.
  • The abusive caller – how to handle.
Learning Outcomes This workshop will enable the participant to
  • identify a challenging call, and use techniques to respond and prevent the situation from escalating.
  • Be aware of the factors that might cause a challenging call.
  • know how to listen actively and to empathise with the caller.
  • Know techniques for handling abusive callers.
  • Show a willingness to assist, know when to acknowledge and when to apolgise.
  • Know when to involve their supervisor.
  • Be able to complete an Incident review Form.
Certification Following successful completion of the KiwiHost Handling Challenging Callers workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 40 page workbook and a Memory Jogger.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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