About Course

Few things test a team like an angry customer on the phone. This course gives your staff a clear way to stay calm, listen properly and fix the problem. Ayesha Patel uses real call centre and front desk examples. You will practise short scripts, learn when to escalate and finish each conversation in a way that keeps the customer with you.

What Will You Learn?

  • Practise your new skills with real workplace scenarios and worked answers
  • Use simple templates and checklists in your own team
  • Get friendly and fast support from your trainer
  • Downloadable notes, forms and guides for every module

Course Content

Introduction
A short summary to prepare learners for the lessons in this topic. It appears on the course page under the topic name, so everyone knows what is coming.

  • Staying Calm on Calls
    03:54
  • Overview Of Escalation Steps
    04:33
  • The Listening Formula
    02:44
  • Responding to an Angry Customer Calmly
    04:05
  • Quiz -Handling Difficult Customer Conversations

More Service Guidance

Completion and Resources

Closing Calls

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