Dealing with difficult customers and callers on the phone is not easy and handling them sufficiently, to maintain loyalty, requires relevant training in the call centre.
Consequently, we have had a number of requests from our readers to provide more training materials. We are lucky to have been supplied with a number of training cheat sheets by Rob Wilkinson of Call Centre Connect.
The first in the series is a cheat sheet on Handling Difficult customers.
It covers topics such as how to get customers to calm down, dealing with difficult calls, creating a lasting impression and presenting solutions in a positive way.
These cheat sheets are all available in a downloadable Microsoft Word format so that you can customise them for use in your contact centre.
This has kindly been supplied by Rob Wilkinson