5 Responses

1. Dealing With Conflict
   Hi Michelle,
   I have personal experience of this environment and now working as a trainer have developed training for Dealing with Conflict & Compaint Handling. It is a difficult topic as people react so differently, but I have some suggestions if you wish to contact me.
   Hope to hear from you soon.
   Julie

2. Conflict Management
   Hi Michelle,

   There is a tutor driven distance learning course that is available to cover conflict management. It covers conflict and anger, listening skills, negotiation, mediation, crisis mediation. We put all of our agents that work on a contingency contract through this course with excellent results. In certain post code areas this can be delivered FOC. If you would like to contact me I can provide you with further details.

3. dealing with aggressive customers
   Hi Michelle,
   The first thing is to get your team to recognise that these are not “aggressive customers” but customers who need support and their problems sorting out – just as we would be if we were the customer! We use a number of modules which can be covered on a one day course which can alter the way the team views customers: listening & questioning, building rapport etc. However by using actors for role play we find that the extra training by practising the skills makes the learning much more embedded. If you would like to know more information, please get in touch. Cheers
   Erica.

4. telephone abuse/aggressive customers
   Dear Michelle,
   I run a course titled ‘Telephone Abuse: how to master telephone difficulties’ which sets out some basic principles before then dealing with specific scenarios which delegates actually face. There is a strong interactive element which allows participants to learn from real-life instances, and relate them back to communication skills models.
   I hope you find the material you need.
   Best Regards
   Joe Hoare

5. aggressive customer training
   Hi

   I would suggest that you start at the other end – much of the time customers get or appear to get angry because call centre staff do not know what they are talking about, are not prepared to listen to the customer and are oftern downright rude in their initial answers. Unless all this is dealt with first, dealing with aggressive sutomer training will be a waste of time. NB: I’ve been on both sides of this equation!!

   Best wishes