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Created by Channel 1 Creative Media
Category Business > Soft Skills
The single biggest challenge for any of us on the telephone is handling that emotionally charged customer who is looking for blood... any blood! There are times at work when we all are subjected to that difficult call. This Handling The Irate Caller course will arm your office workers with the skills required to deal effectively and efficiently with these situations.
Once the course is completed, you will have learned about the benefits of paraphrasing, techniques for remaining calm, and the importance of active listening and using positive language. This course is one part of an 18-part Office Induction series aimed at new inductees and existing office workers.
Follow the six steps to handling an irate caller
Identify verbal signals that can be used over the phone to show that you are listening and interested
Utilize techniques to remain calm and get to the real problem
English
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