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
Power Point Slide Deck
To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.
A comprehensive reference workbook you can give out to your class participants as a quick future reference.
With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.
Various training material and support documents to help you both explain and debrief the different exercises, activities and games Plus a fun final Jeopardy style review game as a fun ending for your training program.
To ensure you have all you need to deliver a complete and professional training program, additional supporting documents are included with each full course material package. From training evaluation forms to 5 different certificate templates that you can edit and hand out to your participants at the end of your training.
Specific forms designed to extend and reinforce the training that participants can utilize back on the job to help them apply the new learned concepts (Select training material packages)
Follow the well-structured format & Deliver a powerful training
Take charge of developing your agents
Logically structured standalone modules
Enliven your training with numerous activities to tackle fundamental key points
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.
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
Callers and their expectations.
The service recovery paradox.
A complaint is a gift.
Step1: Fix the caller before the problem
Fixing the caller first.
Listen and reassure the caller.
Acknowledge the caller's anger.
Move the angry caller to the logical side of the brain.
Step 2: Take Ownership of the angry caller's problem
Showing ownership versus finger pointing and scapegoating.
Language that engages callers.
Avoid callers hot buttons.
Use winning words and phrases.
Step 3: Deliver +1
Apologizing and coming up with a balanced solution to the caller's problem.
Post call follow-up and the importance of having resiliency.
Coping with a highly stressful customer service role.
Competitive review game - An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
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Trainer Guide Samples
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For random workbook samples, Click thumbnails below for larger images.
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).
The Fully Customizable Training package includes
Fully Scripted Training Guide
Participient Reference Workbook
Powerpoint Slide Presentation
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22 games and activities you can use to enrich your trainings.
Useful training forms (Evaluation forms, certificates).
All you need to run a great training program.
A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.
Deliver fun, Effective And
Professional Trainings Easily!
Comprehensive & Well-structured
Training Course Design Documents
Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.
Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.
Training Concepts & Models
that Achieve Measurable Results
Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.
Affordable professionally designed
customizable training materials
You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.
Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.
Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.
Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.
Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.
Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!
I was absolutely blown away by the quality of the training programs for such a low price.Shaun Mizell
Corporate Trainer, Florence, SC USA
As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.
Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.
Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.
Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.
Customize Your Training Package
To Suit Your Requirements
All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.
Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.
Let Your Delegates Grow With
Activities, Exercises And Games
All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.
Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls, handling angry callers and telephone debt collection.
Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.
All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.
Get all our training Packages
Save over $1500 and Get each full program for under $99.00 & 6 Mini Courses free
To find out more about how our training course materials can help you to boost engagement, deliver effective training and enhance your team’s knowledge and understanding of the key points that are important to you, please take a moment to read our frequently asked questions, or get in touch now if you want to know more.
Finally, check out our testimonials page to find out what trainers, business professionals, team leaders, and consultants are saying about us!