Handling angry and difficult callers

Price:  $199.95  $129.95           

Duration: 2 Days

Delivery methods outlined in trainer guide: Group exploration and facilitator led discussions, , practical application exercises using job aids, best practice theory exploration. 



It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault. This one day program will teach you a simple but powerful 3 step process that will help you calm angry callers down and regain and maintain control of the call and handle the situation more confidently and professionally by helping you diffuse the caller's strong emotions and concentrate on working together collaboratively to resolve his/her issue..

Enabling objectives:  
By the end of this training course participants will be able to :

  •  Understand and follow a 3 step process for handling angry callers.
  •  Discover the importance of fixing the caller first before fixing the problem.
  •  Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.
  •  Explore the value of being resilient and having ownership of callers issues and problems.

Who is this course for? 

Call center agents, support agents and customer service staff or anyone who regularly deals with angry callers on a regular basis.

Outline of topics:

Introduction: Angry callers and their expectations

checkmarckcircule Introduction
checkmarckcircule Callers and their expectations
checkmarckcircule The service recovery paradox
checkmarckcircule A complaint is a gift

Step1: Fix the caller before the problem:

checkmarckcircule Fixing the caller first
checkmarckcircule Listen and reassure the caller
checkmarckcircule Acknowledge the caller's anger
checkmarckcircule Move the angry caller to the logical side of the brain

Step 2: Take Ownership of the angry caller's problem:

checkmarckcircule Showing ownership versus finger pointing and scapegoating

checkmarckcircule Language that engages callers

checkmarckcircule Avoid callers hot buttons

checkmarckcircule Use winning words and phrases

Step 3: Deliver +1:

checkmarckcircule Apologizing and coming up with a balanced solution to the caller's problem

checkmarckcircule Deliver +1

checkmarckcircule Post call follow-up and the importance of having resiliency

checkmarckcircule Coping with a highly stressful customer service role.


Competitive review game - A Power Point Review Game Show for a high energy ending & to recap the covered training materials.

Random Training Material Samples: 


For random slide samples, Click thumbnails below for larger images.


For random trainer guide samples, Click thumbnails below for larger images.


For random workbook samples, Click thumbnails below for larger images.

What does the instant download package include exactly?

  •  Trainer Guide (36 Pages).
  •  Student workbook (39 Pages).
  •  Slide deck (33 slides).
  •  Customers from hell additional handout and slides.
  •  Training support documents ( Training evaluation forms, 5 certificate templates, program outline).

Plus a Big Bonus!

22 activities to use with other training programs & training materials you have.
Power Point Review Game: Review the training materials you just covered and watch excitement rise as participants compete to answer questions in a series of exciting rounds.

That’s not all, The Power Point game is fully customizable so you can easily change the questions and create other versions and other games for other training courses and training materials you teach.

Receive all source files instantly in MS Office format  iconsms  

Price : $199.95




Why buy our courseware packages? 


Big Value for money

Instantly get a comprehensive and well structured training courseware materials package that includes everything you will need to run a successful and professional training program:

A comprehensive trainer guide that will guide you step-by-step through the training program with detailed explanation of the topics as well as suggestions on what to say and how to debrief and run the different activities and explain concepts.

A comprehensive workbook to hand out to each of your class participants that makes for an excellent complete reference to the training material covered as well as instructions for participating in the different activities and also gives them space to take notes.

Power Point slide deck that's professionally designed to support your training delivery and impress your audience.

Activity & Exercise sheets as well as several other training support documents from training evaluation sheets to attendance certificates so you have all you need to deliver a complete training program with your training material package.

Review game show (In Power Point) to end your training on a high note and run a competitive and exciting review game where teams compete for a prize by answering questions around your training materials. (The Power Point game is fully customizable so you can use it to create similar competitive review games for other training materials and programs you already teach.)


Fully customizable

Any modifications or customiation or pesonalization of the training materials to match your specific training objectives or specific needs of your participants can be easily made since you get all source files in Microsoft office format. You have the right to make any additions or even brand your training materials package with your own brand (we only do not allow the resale of these training material packages in any way or form)


Easily add to your own materials

Our Training packages are divided into modules where each module focuses on a specific topic which makes it easy for you to tailor or customize the training materials or add to your current training courseware materials.


Exercises, Games & activities to enliven and spirit-up your training delivery

Our training packages are packed with self-discovery activities, exercises and games focusing on specific learning outcomes to enliven your training delivery and energize your participants.


End your training with a fun & competitive review exercise

Each of our training packages includes a great bonus Power Point game show that was designed to be the grand finale of your training program and keep your participants engaged to the very end. Just split your participants into teams and watch excitement rise as they compete to answer questions around your training materials for an excellent and fun way to review, recap and improve retention of the training materials covered.


Download and get it instantly

Instantly download and get your training package immediately. After purchasing off our website you immediately get a link to download everything in a zipped file. 


Professionally designed training materials delivered to your inbox with the following features:

Fully Editable and customizable Downloadable immediately
No restrictions, full freedom to use Get original source files
MS office format Engaging Innovative content
Packed with activities , games and exercises Based on latest training models and concepts
Very well organized and structured design documents Specific job aids and useful forms to use back on the job (Selected training courses )
Engaging power point slide deck High impact visuals
Step by step comprehensive trainer guide Training materials that helps you create an engaging learning environment
Competitive fun games and activities Assessment tools (Selected training courses)
Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants. All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.



Make Your Training "STICK"


One of the best ways to make training “stick” is to allow time for participants to review material that has been presented. In fact, material that has been reviewed by participants is five times as likely to be retained as material that has not. Reviewing allows participants to “save” the information in their brains. a great technique that promotes review is to always end your training program with a competitive review game, It's fun great way to end your training on a high note and at the same time give a great wrap up and reminder of all the learning points and key concepts of the training and can help you gauge how effective the learning process was.


Easily Add Fun, Excitement & Competition To Your Class


That’s why we add a new, exciting and competitive Power Point Review Game to each of our full training packages that you can use to easily review key questions from your training program by engaging your class participants in a fun, energetic competition and ensure your they stay engaged till the very end of your training. We believe so much in this review game technique that it became part of our training packages. Now each of our Full training packages includes a Power Point Game show competitive review exercise pre-packed with questions and answer. Just run the game and watch excitement rise as teams compete to answer.



About us

Since 1998 Scitron Training has successfully provided it's customers all over the world with high quality training materials and ready to deliver courseware packages as well as delivery through our cadre of international highly experienced trainers and consultants.

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