Dealing with Abusive & Threatening Calls

Duration: 15 minutes

AU $275.00
Dealing with Abusive & Threatening Calls
Synopsis

Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally.

Key Learning Points

1. Listen
• Let them vent
• Don't cut them off
• "I'm listening"

2. Stay calm
• Don't take it personally
• Moderate your voice

3. Diffuse anger
• "I can hear you're angry"
• "I'm sorry you're angry"
• Summarise their problem

4. Explain and set limits
• Clarify company rules/procedures
• Use soft tone of voice
• Give three warnings:
• "would you please refrain...";
• "I must warn you to stop... or I will terminate the call";
• "...so I am going to have to terminate the call"

5. Focus on resolution and outcome
• "I want to fix this"
• "Let's solve this now"

6. Complete contact professionally
• Summarise and agree on action
• Follow up and take notes
• Brief others as necessary
• Debrief yourself

Package Description
DVD
Recommended Audiences
  • Telephone Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
  • Video Recording
Presentation Style
  • Interview
STOCK CODE
TAT64
ISBN
9781925287202
Published
Melbourne
Filming location
Australia
Release year
2001
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions
Submit
Products
2016 Catalogue
New Releases
7DTV Streaming
7D Trailers You
Eve Ash
Comedy
ESL Learning
Miscarriages of Justice
Schools & Libraries
Free Resources
Quotes & Orders
Contact Us
About Us
Site Map
© 2016 Seven Dimensions
Terms & Conditions | Privacy Policy
Submit
New Releases
7DTV Streaming
ESL Learning English
Contact Us
© 2016 Seven Dimensions
Terms & Conditions | Privacy Policy