Phone Rage
Phone rage is on the increase! 37% of UK customers have admitted to shouting at telephone agents over the telephone. Consequently, absenteeism and turnover of telephone operatives has increased almost 50% compared to last year.
Nobody should accept verbal abuse, no matter who they are but on occasions a customer service rep can be so rude or unhelpful to a person that the customer has to shout to get anything done.
Understanding the causes of phone rage in
your customers and using techniques to manage them is an essential
requirement of any organisation. It requires people who can diffuse the
customer's anger and work towards a solution.
We run a course which is for all staff that handle telephone calls
and need to know how to deal with difficult, demanding or enraged callers.
This is a practical workshop with a combination of input, discussion and
practical exercises.
- Participants will learn: Defining phone rage
- Causes of phone rage
- How to maintain a calm and professional image even under intense pressure
- Understand how the telephone can cause aggression
- Control stress levels
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Learn how to turn raging customers around