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Certified in Handling Angry and Difficult Callers
Categories:
FINANCE, ACCOUNTING and BUSINESS COURSES
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What Will You Learn?
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 caller’s issues and problems.
Course Content
Module 1
Angry callers and their expectations
Fix the caller before the problem
Module 2
Take Ownership of the angry caller’s problem
Assignments
Module 3
Deliver +1
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