Handling Difficult Callers: Offering Empathy and Dissolving Dissatisfaction - For Your Frontline Agents

Take your ability to handle difficult callers to the next level! You will learn key phrases that convey empathy and demonstrate your company’s commitment to building customer relationships. You will also explore ways to diffuse anger and better handle the stress associated with handling difficult callers.

This seminar will provide you with skills to:

• Listen and empathize more effectively
• Manage abusive callers
• Respond to customers with positive language to meet their needs
• Demonstrate commitment to solving customer concerns
• Determine the best solution for the customer and your company
• Express your appreciation of the customer, even when they are dissatisfied

With a focus on practicing these skills, this seminar will enable you to decrease customer dissatisfaction through your ability to help them find a solution. If you frequently handle callers that are angry or disgruntled, attend this seminar to find ways you can best manage these customer interactions.

Who should attend?

Frontline call center agents who often handle callers that express anger, frustration or dissatisfaction. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00
September 12, 2008 (2-3:30pm Eastern)	$299.00

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