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Handling Angry Callers
Give your staff the skills and confidence to deal with angry callers using this comprehensive training resource.
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What is 'Handling Angry Callers' about?
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'Handling Angry Callers' is an innovative e-learning resource that 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. |
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How will staff learn? |
| Using images, animation, narration and music, ''Handling Angry Callers' delivers effective and memorable training by directly involving staff in the learning process. By interacting with the learning, staff increase the amount of information they retain.
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What is covered in 'Handling Angry Callers'?
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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.
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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
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ADVANCED TECHNIQUES |
- Dealing with offensive language
- The ALERT technique for dealing with angry callers:
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cknowledge the anger
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L |
isten
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stablish the facts |
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R |
ecap |
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ake action |
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What are the features of 'Handling Angry Callers'? |
The features of this package are: |
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Interactive quizzes and games |
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At the end of each module, learners can take part in a quiz that will reinforce the learning points. There are also games that are fun to play, and that will assist learners in retaining the information.
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Print out resources |
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To help with the transfer of skills into the workplace, learners can print handouts of the learning points as they work through each module.
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Training on-demand |
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Using Aspina's e-learning resources is just like having your own trainer at hand - whenever you want it! Staff simply click on a button and start learning!
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In what formats is 'Handling Angry Callers' available? |
'Handling Angry Callers' is available as: |
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An e-learning resource that is compatible with most Learning Management Systems.
To find out more about how you can buy this version, click here. |
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A CD-ROM that comes with an instruction booklet, printable handouts and a sturdy case. Click here to find out what is included with the resource.
The price of the 'Handling Angry Customers'
CD-ROM learning resource is £695 + P&P and VAT. To buy now, using a credit card or by invoice, click here.
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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 free. You will be sent the resource to preview for 7 days. |
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In what other formats is 'Handling Angry Callers' available? |
In addition to the e-learning versions detailed above, 'Handling Angry Callers' is also available as a DVD or video:
A DVD/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, Aide-Memoire, and Certificate of Attendance. Learners can leave your session with a sample Welcome Back Meeting form, and can log onto Aspina's website to carry-out a free Refresher Module two weeks after the session.
To find out more about the DVD/video version of 'Handling Angry Callers' , click here.
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