| Short Description |
This workshop will assist staff to develop skills that will turn the call into a positive one and enhance the company’s reputation for good customer service. |
| Duration |
1/2 Day |
| Who Should Attend |
Any person who has to deal with a significant number of callers, some of whom may be more challenging than others. |
| Pre-requisites |
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| Key Subject Areas |
- Undertake a self-assessment of current challenging caller techniques.
- Understanding the causes of challenging calls.
- Responding to the caller, analysing the situation, the caller and the environment and identifying the caller’s true feelings.
- How to listen, empathise, have a positive attitude, and show a desire to assist.
- When to acknowledge and to apologise.
- Using ‘quick-fix’ solutions.
- The abusive caller – how to handle.
|
| Learning Outcomes |
This workshop will enable the participant to
- identify a challenging call, and use techniques to respond and prevent the situation from escalating.
- Be aware of the factors that might cause a challenging call.
- know how to listen actively and to empathise with the caller.
- Know techniques for handling abusive callers.
- Show a willingness to assist, know when to acknowledge and when to apolgise.
- Know when to involve their supervisor.
- Be able to complete an Incident review Form.
|
| Certification |
Following successful completion of the KiwiHost Handling Challenging Callers workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 40 page workbook and a Memory Jogger. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |