Defusing Phone Rage

DEFUSING PHONE RAGE 

SAVE £100 ON THIS COURSE

BD CS CR LM PD

Duration: 1 day. Investment and dates are at the foot of the page

Useful for:  Any person answering calls who needs to defuse the negative emotion of the caller and ease the situation it towards a satisfactory resolution without anger or rage developing. Most calls taken by businesses pass without incident; this is not always the case occasionally a caller may become difficult and angry for whatever reason.

If these calls are handled poorly the caller’s anger can develop into full blown rage usually with devastating consequences for all concerned. 

What it covers:

• Crossing the line; when anger become rage
• What causes of rage? 
• How to work with an angry caller, A.L.E.R.T.
• Acknowledge their anger 
• Listen to what they have to say
• Establish what the facts really are
• Paraphrase the situation
• Take positive action to prevent further anger  
• Turn their negatives into positives
• Attitude  
• Developing personal coping strategies
• Know when enough is enough
• Around benefits of handling the rage

Advantages gained:

• Understand the fundamental triggers of phone rage
• Be able to follow a procedure for handling phone rage
• Have personal strategies in place that allows you to diffuse phone rage in an highly effective way
• Understand the benefits to client and business of preventing phone rage

Qualifications:

Cressingham Training Certificate : Defusing telephone Rage

ICM Certificate: Optional qualification (£15)

Materials provided: Course workbook and other materials.

Please bring your own notepad and writing equipment. 

Intake: Maximum 12

Dates: 2012  June 8th

Course times: 10.00am – 5.00pm.

Breaks and Lunch at suitable times.

Your Investment : £295  £195

Payment to be complete before the course is attended.