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Instant download training package

Setting Others Up For Success!
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Price: $199.00  $129.95

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Why buy our training course material packages


Great value for a small investment


100% customizable


Standalone modules can easily be added to enliven your training material


Get new ideas for activities, exercises and games


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Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 429.95 $ 299.95

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ico-spritesDuration: 1 Day 

 price tagPrice: $199.95  $129.95

 Audience: Call center customer service agents and support staff who deal with angry callers on a regular basis.

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Handle Angry, Difficult & Irate Callers  
(For Trainers & Call Center Managers)

 Teach agents how to diffuse angry callers professionally

 How to handle irate & shouting callers more confidently

 How to turn a high emotionally charged call into a more calm logical conversation

Deliver engaging, effective and fun training for call center agents easily with this instant download complete training package.




Exercise sheets

Exercise sheets

Trainer's Guide

Trainer's Guide



Job aids and useful forms

Job aids and useful forms

Follow the well-structured format & Deliver a powerful training
Enliven your training with numerous activities to tackle fundamental key points
Logically structured standalone modules
Take charge of developing your agents
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
Easily customize & tailor further to match your specific training objectives


It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process, agents will be able to calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally.  Agents will be able to diffuse the angry caller's strong emotions, bring the focus back to the issue and concentrate on working together collaboratively to resolve his/her problem. Handling angry  difficult callers

  Course objectives:

By the end of this training course participants will be able to:

 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 callers issues and problems.

Outline of topics:

Introduction: Angry callers and their expectations

bullet Introduction
bullet Callers and their expectations
bullet The service recovery paradox
bullet A complaint is a gift

Step1: Fix the caller before the problem

bullet Fixing the caller first
bullet Listen and reassure the caller
bullet Acknowledge the caller's anger
bullet Move the angry caller to the logical side of the brain

Step 2: Take Ownership of the angry caller's problem

bullet Showing ownership versus finger pointing and scapegoating
bullet Language that engages callers
bullet Avoid callers hot buttons
bullet Use winning words and phrases

Step 3: Deliver +1

bullet Apologizing and coming up with a balanced solution to the caller's problem
bullet Deliver +1
bullet Post call follow-up and the importance of having resiliency
bullet Coping with a highly stressful customer service role.


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Training material samples

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trainers guide

Random slide deck samples

course slide

Random student workbook samples

student book

The Fully Customizable Training package includes:

Fully scripted Trainer Guide:

 Group exploration and facilitator-led discussions

 Best practice theory exploration

 Practice exercises

Participant Reference Workbook

PowerPoint Slide Presentation

Bonus Materials:


Buy now..! download instantly and get an additional bonus:
bullet 22 games and activities you can use to enrich your trainings.
bullet Customers from hell additional handout and slides.
bullet Useful training forms (Evaluation forms, certificates).
bullet All you need to run a great training program.

What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format:

 Trainer Guide (36 Pages).
 Student workbook (39 Pages).
 Slide deck (33 slides).
Customers from hell additional handout and slides.
 Bonus activities ( 22 activities ).
 Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
 Review game.

Get it all now!

price tagPrice: $199.95  $129.95Great value courseware and training materials

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4 Complete courseware packages
 Call center agent training customer care2

     In ONE

Get the full Call Center excellence series and receive all Three courses Handling angry and difficult callers + Find a way to say yes! + Call Control  + Successful telephone dept collection for one low price of $349.95

Why buy our training course material packages?

invest Great value for a small investment

Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program. 

 custo 100% customizable

You can easily customize, personalize and tailor each training course material package to match your training objectives and the training needs of your audience. You even have full rights to brand it with your own brand name. (We only do NOT allow re-sale of our training course material packages) 

 customiz Standalone modules can easily be added to enliven your training material

Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition  or incorporation into your own existing course materials.

idea Get new ideas for activities, exercises and games

Each of our training course material packages includes a plethora of  self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven  your existing course materials.

down Download and get it immediately

All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.


Deliver fun, effective and professional trainings easily!

Even if you are delivering training for the first time, our training materials will guide you step by step. Our materials have an easy to follow format and instructions that explains all key points, models, and concepts. We also provide directions for all activities/exercises and debriefing instructions about which key points to stress in each activity/exercise. As a manager, it will be easy for you to take charge of developing your team and deliver the training program yourself or through a professional trainer.

Our tabular formatted Trainer's Guide makes delivery easy. We provide clear directions and suggestions on what to do and what to say with each slide. We also provide a high impact PowerPoint slide deck and a comprehensive Reference Workbook for participants. Trainers who used our courseware and training materials were able to provide accelerated learning solutions that engaged all types of learners. Read some of our testimonials.

We provide niche courseware packages and training materials that are highly effective and interactive. For example, we have courses specific to the retail industry such as retail selling skills and retail sales forecasting and planning and call center specific training like controlling calls, handling angry callers and telephone debt collection. Unlike many other internet sites who have hundreds of ineffective canned packaged courses, our targeted soft skills topics have been very carefully developed targeting specific skills and attitudes using innovative training models and hands-on activities. Most of our training materials and courseware packages have been tried and tested and successfully delivered to professionals from senior managers to frontline employees.

For Trainers

Save yourself hours of development and research time. You can use our affordable, content rich training materials to deliver an exceptional training program. Or, you can use our modules to enhance and enrich your current course materials with fresh, new, and proven models, concepts, interactive games, activities, and exercises. That way, you can focus all your effort on the delivery of your program and ensure the maximum return on your training investment.

For People Managers

Discover the trainer in you and take charge of developing your people; after all as a leader, developing your team should be your number one priority. Our affordable courseware packages and training course materials will allow you to do just that. Our courseware materials are well structured, organized, and easy to use. Anyone with good presentation skills can follow the well structured format and deliver our training content comfortably.

Enliven your team meetings, pick out key learning points from our easy to use and professionally designed training course material packages and provide your team with a short powerful session during team meetings or huddles to stress on a specific key skill/s that serves key development area/s. Remember as a people manager, you are the one who is ultimately responsible for developing your team.

To find out more about our course material packages , please take a few minutes to read our frequently asked questions or take a look at our testimonials page and read what trainers, consultants, leaders and business professionals who used our training materials said.

all courseware packages

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Get all available programs and save !! 

For only $2499.95

 allcourses   +  all mini courses
25 Full Courses   5 Mini Courses 



What some of the trainers, consultants and business professionals who used our training course materials and courseware packages said:'s programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks Jeanne Parks, Trainer & Business consultant, San Francisco, USA

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research. Ultimately a fantastic workshop to either deliver or participate in.

Nige O'Shea FIMI Nige O'Shea FIMI, Professional Inspirations Ltd. UK

I just completed a three-day program ,using one of your two day packages. I was able to customize this program quite easily. The thorough work done by your team saved me a lot of time-and money. I am an experienced speaker/trainer with over 20 years in the field. Your programs provide the blueprint for what I need for my corporate and government training clients. I have seen similar programs advertised elsewhere for triple the price!
I will return to your website as needed and will recommend your products and services to fellow consultants.

Angela Walton, Atlanta, Georgia USA have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of multi media visuals and activities, trainers were able to provide an accelerated learning solution that grasped the imagination of all types of learners and ensured the maximum return on training investment in this fast paced industry. Even the most seasoned sales professionals found something new and useable from their high energy training sessions and the course feedback was fantastic - consistently!

Craig Hines Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality. The programmes follow a logical sequence and are very comprehensive. As they are produced in MS Office formats, not password protected pdfs, they are very customisable and it has been easy to change the materials to UK spelling. The additional activities provided are very extensive and should prove useful once I have had time to explore them fully. The materials are going to save me hours of work as I prepare new training courses.

Alan Lloyd Alan Lloyd, Team Leader,EU Support to Civil Society Project

In Sales training,’s ability to identify the specific areas of skill gap and build a program that directly addressed those gaps is very professional. That, coupled with the dynamic training events, has helped customers to drastically impact the skill level of their sales force and make a measurable impact on bottom line results .

Tarek Fahmy Tarek Fahmy, Trainer & Consultant, Dubai, UAE

Just a short note to say that since purchasing a course from yourselves, I tried 2 other vendors' courses (from U.K.) and regret wasting money on them, as their materials seemed as if a ten year old had cobbled them together in terms of format and content. From now on, I shall be sticking with yourselves, as I enjoy your clean formats and more advanced content. Well done.

Kevin Lawrence Kevin Lawrence, Dubai, UAE

I was looking for training material to enrich our current program in customer service. I am so glad i found the materials in this website. They are the complete package, and the bonus activities really helped me design a few new modules to incorporate in our training. The workbook is really clear, and participants liked it. The presentation is not boring, or a pile of words. They are designed with the audience in mind. The supporting materials are complete to implement a full training program. We are looking to expand into sales training, and will most probably buy from them again.

Jon Kristo Jon Kristo, Training Manager,ISN Albania


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