Handling Difficult Callers

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Handling Difficult Callers
What pre-training work could I give attendees before the one hour training

Editor

Call Centre Helper

I would ask them to bring an example of a conversation
Please think of a time when you had to complain as a customer. What did the organisation do well? What did it to badly?
or
Think of a recent difficult customer. What did the customer do? How did you react? How did you feel afterwards? What could you have done differently? How could the organisation have supported you better?

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