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Handling Angry Callers

Give your staff the skills and confidence to deal with angry callers using this comprehensive training resource.

 

  

What is 'Handling Angry Callers' about?

This training film shows how to deal with angry phone calls in a way that will reduce the caller's anger - and reduce the stress caused by the person dealing with their anger.

Watch as three different call handlers deal with an angry caller. Clear instructional training shows the incorrect and correct ways to deal with anger.

You will be able to transform angry callers into satisfied callers. And your organisation will reap the additional benefits of better staff retention, less absenteeism, higher morale and improved service delivery.

 

  

What is covered in 'Handling Angry Callers'?

'Handling Angry Callers' uses realistic drama to cover:

ESSENTIAL SKILLS
  • How to begin a call.
  • Understanding anger.
  • Never pass the blame.
  • Avoid getting diverted into extraneous discussions.
  • Never to place a caller on hold unless it’s absolutely necessary.
  • Procedure to place a caller on hold.
  • How to close a call.

 
DEFUSING TECHNIQUES
  • The role of effective communication
  • Calming the caller
  • How to avoid arguing with an angry caller
  • Using‘we’ to describe you and the caller
  • How to avoid using ‘you’ too often
  • How to avoid using ‘but’
  • What to do when it’s company policy
  • When to say sorry

 
ADVANCED TECHNIQUES
  • Dealing with offensive language
  • The ALERT technique for dealing with angry callers:
 
A

 cknowledge the anger
 
L

 isten
 
E
 stablish the facts
 
R
  ecap
 
T
 ake action

 
In what format is 'Handling Angry Callers' available?

'Handling Angry Callers' is available in two formats:

  1. A DVD or video-based learning resource
    The resource can be used by a manager/facilitator to conduct a group session using the detailed instructions provided in the accompanying booklets: How to Use This Resource and Leader's Guide. You can also use the ready-to use PowerPoint® presentation, Hand-out, and Certificate of Attendance.

    Learners can leave your session with the Handout, and log onto Aspina's website to carry-out a free Refresher Module two weeks after the session. Details of all the components included in 'Handling Angry Callers' are listed below.

    The resource can also be used by an individual learning on their own. Detailed instructions are provided in the accompanying booklets: How to Use This Resource and Self-Study Booklet which includes a series of multiple choice questions to reinforce the learning points. Full details are listed below.

  2. An interactive CD-ROM
    The interactive CD-ROM provides an e-learning solution to handling angry callers. It is designed to be used by staff learning on their own at a computer/laptop and contains all the drama scenes from the video plus detailed instructions on using the different procedures. To reinforce the learning, there is also a series of multiple choice questions.

 What is included in the resource?

There are eight components included in this resource, and one through Aspina’s website:

 

Handling Angry Callers - DVD or video programme

DVD or Video programme
The core of this learning resource is the 25 minute video that demonstrates the ALERT procedure using realistic drama. For fast and effective learning, the programme can been used on its own, without the Leader’s Guide or Self-Study Booklet.

 

Handling Angry Callers - How to use this resource

 

How To Use This Resource
This booklet provides instructions on how to conduct a group learning session, or an individual learning session. It describes how to use the DVD/Video, and how & when to use each component.

 

Handling Angry Callers - Leader's Guide

 

Leader’s Guide
If you are conducting a group learning session, you can use the material in the Leader's Guide. You can make use of the ready-to-run training session and the PowerPoint® slides which are included on the CD-ROM in the resource.

Handling Angry Callers - Self Study Booklet

 

Self-Study Booklet
The Self-Study Booklet is designed to be used by a learner who is learning on their own. After watching the programme, the learner uses the Self-Study Booklet to complete a series of multiple choice questions which are designed to reinforce the learning points.

Handling Angry Callers - Hand-out

 

Hand-out
The hand-out contains all key learning points for learners to take away. Extra copies can be printed from the CD-ROM.

Handling Angry Callers - Certificate

 

Certificate of attendance
The certificate can be used to confirm a learner’s attendance at a 'Handling Angry Callers' session.
Extra copies can be printed from the CD-ROM.

Handling Angry Callers - Powerpoint Slides

PowerPoint ® Presentation
The animated PowerPoint® presentation can be used to conduct the three hour learning session contained in the Leader’s Guide. The presentation is included on the CD-ROM.

Handling Angry Callers - CD-ROM

 

CD-ROM
 The CD-ROM contains the following items:
a. Self-Study Booklet
b. Handout Master
c. Certificate Master
d. PowerPoint ® slides (contained in the Leader’s Guide and available as a download from this website).

 

How much does this resource cost?

The whole 'Handling Angry Callers' learning resource costs £1199 + P&P and VAT.

How to preview the resource
You can preview the whole programme, plus all the accompanying guides, by clicking here and filling in your details. This service is completely free. You will be sent the whole resource to preview for 7 days.