Do your employees have to deal with upset callers and want to sharpen their responsiveness skills? This course shows what their most comfortable style is when faced with a difficult or emotional situation and what they can do to provide outstanding service.
Using the HELP model (Hear, Empathize, Look for options, and Provide), participants will be able to handle many difficult caller types, defuse and manage negative emotions and effectively relay information.
Outcomes
- Fielding the most challenging calls.
- Efficiently assisting callers in solving problems.
- Handling all types of callers and defuse any negative emotions.
Model
The 16-item inventory measures preference for each style: Tell, Research, Explore, and Care.
How to use it?
Handling Tough Calls is ideal for any service representative and supervisor. It is perfect for training programs or a self-development tool on:
- Customer Service/Telephone Manners
- Communication
- Conflict Management and Problem Solving Skills
What do you need?
Order one assessment per participant and one guide for each trainer.
Facilitator's Guide includes:
- Instructions to use the assessment
- Ice-Breakers
- Definition and description of each style
- Script for each PowerPoint slides
- Reproducible participant's handout
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