Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally.
1. Listen
• Let them vent
• Don't cut them off
• "I'm listening"
2. Stay calm
• Don't take it personally
• Moderate your voice
3. Diffuse anger
• "I can hear you're angry"
• "I'm sorry you're angry"
• Summarise their problem
4. Explain and set limits
• Clarify company rules/procedures
• Use soft tone of voice
• Give three warnings:
• "would you please refrain...";
• "I must warn you to stop... or I will terminate the call";
• "...so I am going to have to terminate the call"
5. Focus on resolution and outcome
• "I want to fix this"
• "Let's solve this now"
6. Complete contact professionally
• Summarise and agree on action
• Follow up and take notes
• Brief others as necessary
• Debrief yourself
- Telephone Staff
- DVD
- English
- Interview