and Affecting Real-Time Customer Recovery
2-day competency-based workshop - $1,895
Government and Group pricing available
On-site delivery available
Contact center professionals consistently cite the difficult caller as the most stressful encounter they face on a day-to-day basis. At the same time, every difficult incident presents an opportunity for the organization to demonstrate above-and-beyond service and to earn long-term customer loyalty. Done right, real-time customer recovery is a dazzling, jaw-dropping experience for the customer -- one they will never forget, and a story they will relate again and again.
Turn your service professionals' fear of the difficult caller into positive expectations. Attendees of this course will walk away with the knowledge, tools and confidence they need to handle any type of customer with skill and professionalism. Participants will learn why dissatisfied callers expect the worst, what callers really want, and how to reverse customer perception. Activities, exercises, discussions, and role-plays are used in the classroom, allowing participants to practice and hone newly-learned techniques. Instruction is enhanced by real-life situations and customer voice files that demonstrate strategies for effectively dealing with difficult callers.
Participants will learn simple proven strategies for handling the most challenging customer encounters, tactics for managing a variety of caller personalities, and customer recovery skills that can be used in real-time customer encountered at the "moment of truth".
Attendees will learn to:
Who Should Participate
This training program is a must for front-line service providers at every experience level. Inbound customer care agents, technical help desk analysts, teleservices representatives, collections professionals, and the team leads and supervisors that support them, will benefit from this course.
There are no prerequisites for this introductory course.
Chapter 1 - Understanding the Customer
Chapter 2- Basic Rules of Effective Call Handling
Chapter 3 - Recognizing the Signs of Conflict
Chapter 4 - Self-Preservation
Chapter 5- Understanding Caller Needs and Frustrations
Chapter 6- Communicating Concern and Empathy
Chapter 7 - The Art of Skillful Conflict Resolution
Chapter 8 - Meeting the Caller's Expectations
Chapter 9 - Strategies for Managing Specific Caller Behaviors
Chapter 10 - Managing Unresolved Conflicts
Chapter 11 - Customer Recovery Techniques
The per student registration fee for public training and certification program is $1,895 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
Managing Difficult Callers immediately precedes the following courses in select locations:
In-house, private training offers the added benefits of
If your support centers has a number of front-line professionals and team leads, an in-house program can maximize your training investment. To discuss pricing and instructor availability, contact RCCSP at (708) 246-0320.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to six attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges apply for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $300. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
On-site Training Terms & Conditions
On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.
On-site training cancellation policy. Preparations for training delivery
will commence upon the receipt of payment in full. Organizations may
cancel up to 21 days in advance of the seminar delivery date for a full refund,
less administrative fees of 25% of the base fee. If for any reason you are
unsatisfied with the training, please notify the instructor by the end of
the first day. If you decide to cancel the remainder of the training program,
the instructor will collect all training materials. Fees paid, less
a prorata one-day on-site training base fee plus any travel surcharges, will