Phone Skills - The Irate Caller

Phone Skills - The Irate Caller

Channel 1 Creative Media
Updated Jul 24, 2024

What you'll learn

  • Listening carefully without interrupting
  • Taking good notes
  • Remaining calm
  • Getting to the real problem
Course Description

Complaining, emotion-charged callers are an unfortunate, yet sometimes inevitable aspect of customer service in any organisation. They can take you by surprise, and if not handled appropriately, the implications can be severe. This training module provides viewers with several practical suggestions on how to effectively manage that irate caller.

Target Audience 

Target audience is everyone answering telephone calls in your business.

Business Outcomes  

Turning an irate caller into a happy customer takes great skill.  This video sets out some easy to follow steps to do just that!