Ch 4: Handling Difficult Customers in a Call Center

About This Chapter

Help your employees understand what it takes to handle difficult customers in a call center. Use the engaging lessons in this chapter during corporate training sessions to cover strategies for dealing with difficult customers, emotional management for call center agents and more.

Handling Difficult Customers in a Call Center - Chapter Summary

Handling difficult customers can be challenging for employees in call centers. This chapter's entertaining lessons cover strategies businesses can use to help their call center agents manage and resolve conflict and reduce stress on the job. Lessons cover different types of customers and customer behaviors employees could encounter, tips for handling abusive callers and strategies for dealing with failed call center communications.

Feel free to select the lessons in this chapter that align most with the goals of your corporate training sessions. Quizzes are available to check your employees' comprehension of each lesson you share. This chapter is accessible 24/7 via any computer or mobile device, enabling employees to study the lessons and take quizzes before or after training.

How It Helps

  • Introduces concepts: Lessons offer an overview of different types of customers and the behaviors employees can expect on the job.
  • Provides solutions: This chapter outlines strategies for resolving conflict, complaints, failed communications and more.
  • Strengthens work performance: Employees will be equipped with tools they can use to properly handle calls and manage job stress, improving their overall work performance.

Skills Covered

Upon completion of this chapter, your employees will be ready to:

  • Identify different types of customers and the behaviors they could experience during calls
  • Manage calls from individuals exhibiting abusive behavior
  • Resolve conflicts and complaints that arise in the call center
  • Utilize strategies that aid in dealing with difficult customers
  • Take the appropriate steps to relieve stress and manage emotions on the job
  • Properly manage failed communications in the call center

7 Lessons in Chapter 4: Handling Difficult Customers in a Call Center
Test your knowledge with a 30-question chapter practice test
Types of Customers & Customer Behavior in a Call Center

1. Types of Customers & Customer Behavior in a Call Center

Customer problems are many and varied. In this lesson, you'll learn more about the different types of customers you may be confronted with and how to identify concerns that need resolution.

Handling Abusive Callers in a Call Center

2. Handling Abusive Callers in a Call Center

When an angry caller turns into an abusive caller, it's time for call center 911! In this lesson, you'll learn more about the best ways to identify abusive callers and how to handle abusive calls.

Resolving Customer Service Complaints & Conflict

3. Resolving Customer Service Complaints & Conflict

Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.

Resolving Conflict in Call Center Customer Service

4. Resolving Conflict in Call Center Customer Service

Conflicts with customers in a call center environment are bound to happen. In this lesson, you'll learn more about resolving those conflicts to improve customer satisfaction.

Strategies for Dealing with Difficult Customers

5. Strategies for Dealing with Difficult Customers

We've all had experience dealing with difficult clients or customers at some point in our lives. This lesson will discuss best practices to use when dealing with difficult customers, and provide some key phrases that can help diffuse angry exchanges.

Stress Relief & Emotion Management for Call Center Agents

6. Stress Relief & Emotion Management for Call Center Agents

How do you deal with stress at work? In this lesson, you'll learn ways to manage stress incurred from dealing with customer calls and how to protect your emotional well-being in and out of the office.

Strategies for Dealing with Failed Communications in Call Centers

7. Strategies for Dealing with Failed Communications in Call Centers

Not all calls in a call center are routine. This lesson reviews some of the most common communication failures in call centers and discusses tips for resolutions of the problems.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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