Handling difficult customers and callers on the phone is a challenging task that requires both skill and patience.
To manage these situations effectively and maintain customer loyalty, it is essential to provide proper training in the call centre environment.
Training on handling difficult calls and dealing with challenging customers equips agents with the tools to manage high-pressure interactions while maintaining a positive customer experience.
We have had a number of requests from our readers to provide more training materials.
The first resource in this series is a comprehensive cheat sheet on “Handling Difficult Customers.” This training cheat sheet covers crucial topics such as calming down frustrated customers, dealing with difficult calls professionally, handling objections, and presenting solutions in a positive and constructive manner. It also emphasizes how to create a lasting positive impression even in tough situations.
The cheat sheet is available in a customizable Microsoft Word format, allowing you to tailor it to the specific needs of your contact centre, serving as a practical tool to enhance your team’s skills in handling difficult customers and delivering exceptional service.
This has kindly been supplied by Rob Wilkinson
Printable – Training Cheat Sheet – Handling Difficult Customers
Do you want to download this to share with your team?
Get your free download of the Training Cheat Sheet – Handling Difficult Customers now:
The other modules are also available to view:
- Effective Questioning
- Emotional Intelligence
- Closing Techniques
- Effective Sales Questioning
- Handling Customer Objections
- Building Great Rapport
- Coaching
- Creating Advocates
- Influence
- Managing Performance
- Motivating Teams
Author: Jonty Pearce
Reviewed by: Jo Robinson
Published On: 30th Nov 2011 - Last modified: 19th Sep 2024
Read more about - Essential Call Centre Tools, Angry Customers, Call Handling, Cheat Sheet, Downloads, Handling Customers, Printable, Rob Wilkinson, Staffing, Training
Some agents when they deal with unhappy callers realize some exercise to help to change their point of view (literally). They just stand up to help their own brain to change their perspective and it seems quite effective. I’m not really sure how but callers feel the change and seems that conversation tone relax after few seconds. I guess is a psychological effect that is reflected through the phone line.
Hi there
I am wondering if you can assist me with advising call centre agents who to handle “serial callers”. Those that call upto 7 times a day with the simplest of questions/queries. Profile – elderly, female, rate payer. I would love some suggestions on how to stop her calling and how to best cut the call short without offending her or going against company policy. Help!!!! Scripting would be great if you have something (obviously it will be personalised).
Cheers
Janine
The repeat callers are wasting the companies time like the company wastes the time of the customers. The serial callers will stop calling once their service contract is up. I think companies should change their behavior before consumers ban together and black list them enmas.