It’s difficult and taxing to interact with an aggressive customer when you haven’t prepared properly. This is because telephone communication is somewhat different from face-to-face communication. Anger is transferred to you even though you are not directly responsible for their problem.
Many call center agents dread handling complaints, yet it is an effective way to shine in the business. A satisfied customerwill consume new products and come back often when needed. Being able to handle any conflict is a huge asset that can move you up the hierarchy. It is therefore important to have all the keys in hand to manage the situation like a pro.
A poorly trained call centre agent will tend to raise their voice abnormally, show signs of impatience and annoyance.
Don’t worry! This skill can be acquired in a few hours with us. In this training, you will learn the best recipes to control the situation, regardless of the customer’s dissatisfaction.
This training is divided into three parts. In the first part, you will discover a very playful method, that of Karpman, to help you identify the sources of conflict. This method has the merit of being usable in everyday life, as it allows us to understand the behaviour of an individual in difficulty.
We’ll continue with eight foolproof tips to help you better handle conflicting calls. We will talk about assertiveness, active listening, empathy, problem-solving, compensation, marketing, commercial rebound and agent support. Whether over the phone or face-to-face, these tips will be invaluable to you in maintaining the brand image, increasing turnover and providing quality customer service.
By entrusting us with your learning, you will have an optimized course material with many illustrations, videos and useful links. All of this is accessible 24/7 from your tablet, smartphone or computer. Once you’ve finished everything, you’ll have to take a quiz to see if you’ve retained everything. See you soon!
Many call center agents dread handling complaints, yet it is an effective way to shine in the business. A satisfied customerwill consume new products and come back often when needed. Being able to handle any conflict is a huge asset that can move you up the hierarchy. It is therefore important to have all the keys in hand to manage the situation like a pro.
A poorly trained call centre agent will tend to raise their voice abnormally, show signs of impatience and annoyance.
Don’t worry! This skill can be acquired in a few hours with us. In this training, you will learn the best recipes to control the situation, regardless of the customer’s dissatisfaction.
This training is divided into three parts. In the first part, you will discover a very playful method, that of Karpman, to help you identify the sources of conflict. This method has the merit of being usable in everyday life, as it allows us to understand the behaviour of an individual in difficulty.
We’ll continue with eight foolproof tips to help you better handle conflicting calls. We will talk about assertiveness, active listening, empathy, problem-solving, compensation, marketing, commercial rebound and agent support. Whether over the phone or face-to-face, these tips will be invaluable to you in maintaining the brand image, increasing turnover and providing quality customer service.
By entrusting us with your learning, you will have an optimized course material with many illustrations, videos and useful links. All of this is accessible 24/7 from your tablet, smartphone or computer. Once you’ve finished everything, you’ll have to take a quiz to see if you’ve retained everything. See you soon!
Langue du cours: EN
Phrase d'accroche: Dealing with conflicting calls will be a pleasure for you
Prérequis du cours: A good level of spoken and written English
Ce que tu apprendras: Identify the sources of conflict so that you can better adapt in the event of a conflicting call;Develop self-control so that you no longer have difficulties in a conflicting call;Apply best practices in the management of a conflicting call;Transform a conflicting call into a search for a common solution
Destinataires du cours:
- Students and recent graduates aspiring to join a call center
- Jobseekers in the field of customer relations who want to further improve their skills
- Call center agents finding trouble handling conflicting calls
- Call center supervisors looking for more effective ways to train their employees
- Sedentary salespeople and employees of the sales and after-sales departments aspiring to improve their interpersonal skills
- Business owners who want to improve the quality of their customer service
Programme: Identify sources of conflict
- Karpman’s Triangle
- The three roles in Karpman’s Triangle
- Example of a Karpman Triangle
- Improve assertiveness
- Focus on active listening
- Show empathy and a positive attitude
- Solve their problem
- Compensate if necessary
- Check that the solution is working properly
- Try a sales inbound call (add-on sales) if possible
- Support an agent in difficulty
Profil du formateur: This course has been developed by a team of customer relationship professionals
Description du cours: Illustrations and explanatory videos;Documentation and useful links;FORUM for sharing
Course Duration: 120
Skill Level: Beginner