Telephone Techniques: Angry Callers
Learning objectives
- Use empathetic listening and sincere apologies to de-escalate angry customers.
- Take ownership of customer concerns while maintaining professionalism.
- Avoid unprofessional behaviors such as badmouthing colleagues or competitors.
- Ensure all customer issues are addressed or in progress before ending the call.
Course overview
Dealing with angry callers can feel stressful, but each difficult call is a chance to build trust. This course will help you listen with empathy, take ownership, and guide callers calmly toward solutions. You’ll learn clear, professional steps to turn tense conversations into positive outcomes.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
- 8 minutes
- Format: Video
- Tier: 1
- Course ID: 8380
English
Course Outline
- Empathetic Listening & De-Escalation
- Professional Boundaries: What Not To Do
- Closing the Loop