Course Details
Print versionHandling Difficult Callers
| Course reference | ZA10030 |
| Number of days | 1 |
| Participants | 6 Minimum 12 Maximum |
Target audience
Staff who are experienced at using the telephone. Especially suitable for those who work in high volume conveyancing or personal injury departments, insurance claims or call centres.
Course objectives
At the end of this course participants will be able to:
- Choose how to respond in every situation
- Use new techniques to control calls
- Handle calls with confidence and composure in stressful situations
Methods
Presentation, discussion in small and large groups, activities and audio taped roleplay.
Important notes
For staff who have less experience, please see its sister course "Telephone Skills and Behaviour" which does not focus on the negotiation process.
Related courses
Day 1
Welcome and introductions
Course objectives and overview
What are the issues that face us?
- Identifying difficult callers
- Understanding why people behave the way they do
Your behaviour: make or break time!
- Accept and unblock your own thinking
- React or respond?
Are you aggressive, assertive or passive?
- Using a 3-step framework
- Dealing with situations not personalities
Listening and questioning
- To understand
- Using empathy and sympathy
It ain't what you say...
- Practical solutions to handling client calls
- Controlling calls
- Maintaining confidence and composure
- Dealing with "phone rage"
Coping with pressure
- Why do we need it?
- What does it do to us?
- Maintaining self confidence and composure
- Practical measures to cope with the everyday stresses and strains
Action session
Summary and close
