Course Aim: To enable delegates to reduce customer conflict and defuse aggression on the telephone.
Objectives: Delegates will improve their ability to:
Understand the customer’s difficulties and concerns
Avoid the pitfalls of communicating on the telephone
Reduce the frustration telephone communication can cause
Use a systematic method for defusing telephone aggression
Respond appropriately to abuse and threats from callers
Recover quickly from unpleasant incidents
Length: One day
Size: Up to twelve people
