Handling Irate Customers (Call Center) FREE
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About this course
Handling irate customers is part and parcel of the job of a call center agent. Let's talk about the common types of difficult customers you may encounter, how to handle them, how to arrive at a call resolution, and some sample mock conversations.
From the author
Handling irate customers is part and parcel of the job of a call center agent. Let's talk about the common types of difficult customers you may encounter, how to handle them, how to arrive at a call resolution, and some sample mock conversations.
Handling Irate Customers (Call Center) Lessons
Click through the microlessons below to preview this course. Each lesson is designed to deliver engaging and effective learning to your team in only minutes.
- Difficult Customers
- Call Resolutions
- Sample Mock Conversations
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Handling Irate Customers (Call Center) course excerpts
Difficult Customers
Let's take a peek into the common difficult personalities you may encounter and the techniques you'll need to handle them.Handling Irate Customers (Call Center) Course - Lesson Excerpt
Lesson 1 Dealing with Difficult Customers
Quick Rundown The Difficult Personalities (and how to handle them)
Call Resolutions
Let's zoom in on how you can resolve conflicts.Handling Irate Customers (Call Center) Course - Lesson Excerpt
Lesson 2 Call Resolutions
Element 1 Communication
As much as possible, aim for a full resolution!
Ask, "How does that work for you?" After offering a resolution, ask a confirmation question and get the customer's feedback.
If they agree, Proceed with the solution.
If they disagree, Ask probing questions to arrive at better answers.
If a full resolution is not possible, Aim for a partial resolution.
Which of the following can you adjust to arrive at a partial resolution? You may choose multiple answers.
Tired after the call?
Do not forget to destress! To avoid burnout, destress from your desk from time to time.
Maybe these will help! Getting a fresh cup of coffee Chatting with your friends Listening to music
If these don't work for you, you can try doing these instead. Meditate for 5 minutes before your next call. Do breathing exercises like inhaling for 5 seconds, holding your breath for 5 seconds, and exhaling for 5 seconds.
Sample Mock Conversations
Let's put you to the test by doing some simulated conversations with different types of irate customers.Handling Irate Customers (Call Center) Course - Lesson Excerpt
Lesson 3 Sample Mock Conversations
Customer 1 The Impatient One
Customer 2 The One Who Has "No Time Right Now"
Customer 3 The Worst Person in the World
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Handling Irate Customers (Call Center)
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Course rating
Very applicable.
So helpful and i have got to know many things.