Dealing with Difficult Phone Callers

Dealing with Difficult Callers workshop

This is a half day interactive workshop with a variety of discussions, activities and theory-based learning, to help you manage difficult phone conversations.

Who is this workshop for?

This workshop is for anyone that deals with customers on the telephone and would like to increase their confidence when dealing with difficult customers.

Workshop subjects

The subjects covered on this workshop are:

  • What makes customers angry?
  • Principles of communication
  • Using words to portray a positive image
  • Barriers to communication
  • Empathise and build rapport
  • Listening skills
  • Questioning skills
  • Assertiveness techniques
Learning outcomes

The aim of this workshop is to help you to manage difficult phone conversations and work with customers to achieve a win:win outcome.

How to book

Contact Jane Leigh to find out how to book a workshop at your organisation for up to 15 people (subject to room size and suitability).