Do you want to keep callers satisfied and develop a long-term relationship with them? Does your staff have to deal with upset callers who contribute to their workday stress. Do they need sound, practical advice that can be used immediately to prepare them mentally and help them provide the ‘best of class’ customer service?
Handling Tough Calls teaches exceptional customer service that drives profits by understanding oneself, the organization, and customers better. If you want to sharpen responsiveness skills for avoiding and resolving these calls quickly and positively, this course is ideal.
Using the HELP model, participants learn how to handle calls like "star" customer representatives by creating an environment that allows them to meet callers expectations and to handle difficult situations and conflicts with ease and poise.
Learning Outcomes
- Identify your own strengths and weaknesses.
- Learn and practice a six-step process to provide top-notch service.
- Turn difficult interactions into positive experiences.
The 4 Behaviors in Handling Tough Callers
• Research: You gather information and record what the caller says.
• Tell: You share information and explain the situation to the caller.
• Explore: You ask interested questions to probe the caller's feelings.
• Care: You empathize, feel for the caller.
