Course

Handling Irate Customers (Call Center)

by SafetyCulture

3 Lessons

1,855

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Description

Handling irate customers is part and parcel of the job of a call center agent. Let's talk about the common types of difficult customers you may encounter, how to handle them, how to arrive at a call resolution, and some sample mock conversations.

The full course includes

Difficult Customers
Call Resolutions
Sample Mock Conversations

About author

SafetyCulture

Free 1,000+ Workplace Checklists & Templates created by the SafetyCulture team.

Course
Call Center Customer Service
This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!
by SafetyCulture
Downloads: 5,705
Template
Comprehensive Sample Call Center Quality Monitoring Form
This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.
by SafetyCulture
Downloads: 1,285
Template
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.
by SafetyCulture
Downloads: 4,213
Course
Ways to Positively Influence Customers (Call Center)
Being a positive influence on customers brings a positive customer experience and reels in more customers. Learn to influence our customers positively by taking this course.
by SafetyCulture
Downloads: 2,120

Call Center Customer Service

This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!

by SafetyCulture

5,705

Comprehensive Sample Call Center Quality Monitoring Form

Template

Comprehensive Sample Call Center Quality Monitoring Form

This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.

by SafetyCulture

1,285

General Call Center Quality Assurance Form

Template

General Call Center Quality Assurance Form

Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.

by SafetyCulture

4,213

Ways to Positively Influence Customers (Call Center)

Course

Ways to Positively Influence Customers (Call Center)

Being a positive influence on customers brings a positive customer experience and reels in more customers. Learn to influence our customers positively by taking this course.

by SafetyCulture

2,120

Handling Irate Customers (Call Center)

Description

The full course includes

About author

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Call Center Customer Service

Comprehensive Sample Call Center Quality Monitoring Form

General Call Center Quality Assurance Form

Ways to Positively Influence Customers (Call Center)

You might also like

Call Center Customer Service

Comprehensive Sample Call Center Quality Monitoring Form

General Call Center Quality Assurance Form

Ways to Positively Influence Customers (Call Center)