It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process, agents will be able to calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally. Agents will be able to diffuse the angry caller’s strong emotions, bring the focus back to the issue and concentrate on working together collaboratively to resolve his/her problem.

Duration                        Learning Credits        

1 day-8 hours of            8 PDU’s 



Public Classroom Pricing:     

Early Bird Price: USD 595.00

Regular Price: USD 795.00

Instructor-Led Virtual Live Pricing:

Early Bird Price: USD 495.00

Regular Price: USD 695.00

Private Group/ In-House Learning:

Have a group of 5 or more people? Register

yourself with a special pricing and request

the training exclusively

Course Outline

Module One: Introduction: Angry callers and their expectations


Callers and their expectations.

The service recovery paradox.

A complaint is a gift.

Module Two: Fix the caller before the problem

Fixing the caller first.

Listen and reassure the caller.

Acknowledge the caller’s anger.

Move the angry caller to the logical side of the brain.

Module Three: Take Ownership of the angry caller’s problem

Showing ownership versus finger pointing and scapegoating.

Language that engages callers.

Avoid callers’ hot buttons.

Use winning words and phrases.

Module Four: Deliver +1

Apologizing and coming up with a balanced solution to the caller’s problem.

Deliver +1

Post call follow-up and the importance of having resiliency.

Coping with a highly stressful customer service role.

Who can attend?

Call center customer service agents and support staff who deal with angry callers on a regular basis.

Learning Goals

After completing this course, delegates will be able to:

● Understand and follow a 3 step process for handling angry callers.

● Discover the importance of fixing the caller first before fixing the problem.

● Understand the value of complaints and how the best caller experiences can come out of the worst service breakdowns.

● Explore the value of being resilient and having ownership of callers issues and problems.

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