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Complaint Handling



I am coming up with content on how to manage difficult calls. This is for a call centre full of staff that have had similar training before, so i would like this to be a totally different style to the norm. Does anybody have any useful exercises, quizs,hint, tips or suggestions on managing difficult calls/complaints, that veers towards a kinesthetic way of learning, that is not following the same old route. 


6 Responses

  1. Help or hinder


    Great topic! Maybe as a starter you could ask the group to think about what actions/words etc that will HELP the situation and what would HINDER the situation. Ask them to think about times they have made a complaint, taken something back to a shop, asked for a replacement meal in a restaurant etc and to think about how there were dealt with. This should lead nicely into the main themes of your session.

    Happy to give further details if you need them.


  2. Use actual live calls

    If you have a data base of recorded calls (or seek some through the learning discussion groups on linkedin), then use as basis of case studies to analyse the call handler's approach, strengths and weaknesses etc.

    Best wishes


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