Handling Customer Call Techniques

“This program will teach the participants a simple but powerful three-step process to calm an angry caller, regain control over the call, and diffuse the caller’s strong emotions to refocus on resolving the issue. In addition, it will help call center agents reduce their Average Call Handling Time (AHT), which is one of the most important operational indicators for any contact center. Participants will learn how to steer conversations with customers towards a more structured call flow.”