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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.
Angry callers and their expectations
Fix the caller before the problem
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