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..
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
Callers and their expectations
The service recovery paradox
A complaint is a gift
Step1: Fix the caller before the problem:
Fixing the caller first
Listen and reassure the caller
Acknowledge the caller's anger
Move the angry caller to the logical side of the brain
Step 2: Take Ownership of the angry caller's problem:
Showing ownership versus finger pointing and scapegoating
Language that engages callers
Avoid callers hot buttons
Use winning words and phrases
Step 3: Deliver +1:
Apologizing and coming up with a balanced solution to the caller's problem
Post call follow-up and the importance of having resiliency
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:
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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|
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.)
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.|
Scitron's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.Jeanne Parks, Trainer & Business consultant, San Francisco, USA
I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality. The programmes follow a logical sequence and are very comprehensive. As they are produced in MS Office formats, not password protected pdfs, they are very customisable and it has been easy to change the materials to UK spelling. The additional activities provided are very extensive and should prove useful once I have had time to explore them fully. The materials are going to save me hours of work as I prepare new training courses.Alan Lloyd, Team Leader, EU Support to Civil Society
Scitron have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of multi media visuals and activities, trainers were able to provide an accelerated learning solution that grasped the imagination of all types of learners and ensured the maximum return on training investment in this fast paced industry. Even the most seasoned sales professionals found something new and useable from their high energy training sessions and the course feedback was fantastic - consistently!Craig Hines, innov8 Performance Limited, UK
Just a short note to say that since purchasing a course from yourselves, I tried 2 other vendors' courses (from U.K.) and regret wasting money on them, as their materials seemed as if a ten year old had cobbled them together in terms of format and content. From now on, I shall be sticking with yourselves, as I enjoy your clean formats and more advanced content. Well done.Kevin Lawrence, Dubai, UAE
The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research. Ultimately a fantastic workshop to either deliver or participate inNige O'Shea FIMI, Professional Inspirations Ltd. UK
In Sales training, Scitron’s ability to identify the specific areas of skill gap and build a program that directly addressed those gaps is very professional. That, coupled with the dynamic training events, has helped customers to drastically impact the skill level of their sales force and make a measurable impact on bottom line results.Tarek Fahmy, Trainer & Consultant, Dubai, UAE
I loved all the activities that helped me achieve a high level of interaction and energy keeping participants engaged . all the activities, ice breakers and case studies that achieved a fun learning environment while maintaining depth in the knowledge acquired.Abir Zahra, Freelance trainer and consultant, Egypt
I have purchased the time management package and I found it really easy to customize to meet my training requirements. The sequence of content was very conducive to life -long learning, the slides were very attractive and helpful. The exercises included in the package were exciting and were well liked by the participants. I encourage other trainers to buy is as the price is reasonable when compared to other training packages available on the internetImad AL-Husami, Trainer and Consultant