Telephone Techniques: Angry Callers

Dealing with an angry call can be an unpleasant experience. This elearning course, Angry Callers, is designed to give you strategies to help diffuse the situation. The course will review key responses to use when you are faced with this situation, the importance of making an apology, listening to understand, and a critical question to follow up with at the end. By using the tips learned in this course, you will be able to more calmly and respectfully listen and resolve an angry caller's problem and turn unhappy to happy. Part of the Telephone Techniques series, this brief course includes a video, downloadable student materials and a short online quiz to check your comprehension.

Learning objectives:

• Diffuse the angry caller by using respectful listening. Apologize for the issue at hand. End the call with a proactive question to ensure the caller is happy