How to Deal with Difficult Clients on the Telephone - A Guide for Support Staff

Introduction

Unhappy customers are just part of the job, but this should not be something that support staff should dread. Recent research however has shown how the stress caused from dealing with difficult client calls can lead to low morale, illness and absenteeism.

This webinar will look at ways to enable support staff to develop and enhance communication skills when liaising with difficult clients on the telephone. Different ways to de-escalate conflict will be analysed in a real-life context so as to bring about practical resolutions rapidly and effectively, increasing the likelihood of turning irate callers into loyal customers and significantly enhancing productivity, task engagement and job satisfaction of support staff.

What You Will Learn

This webinar will cover the following:

• 9 practical tips to deal with an angry caller
• Assertion techniques
• Understanding the role of paralanguage in conflict resolution
• Positive use of language to reframe negative situations
• Code of conduct in dealing with culpability
• Stress management and emotional resilience
• Active listening
• Phrases and language to avoid when dealing with an angry customer
• Understanding the non-verbal implications within the verbal message
• Self-care strategies after challenging calls

This webinar was recorded on 21st September 2023

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