Webinar to Focus on Dealing with Angry and Crazy Customer Calls

For anyone who has ever worked on the telephone side of customer service, they know first hand that some of the craziest, angriest requests make their way on to the line from time to time

 

Shocking as it may seem, customers are not always as understanding, rational or correct as they may think when calling with a heightened issue.

 

Evidence of this can be seen in the attrition levels in call centers and the number of stressed agents being reported.

 

Not only does keeping emotional or confused customers satisfied while on the call play a major role in success, but in today's economy, no one can afford to loose business.

 

Instead of saying the wrong thing or feeling like your walking on eggshells when customers call in, it's important that agents learn ways to deal with all types of customers.

 

A TMC (News - Alert) Webinar event, "What to Say to a Porcupine: Strategies for Dealing with Difficult Customers," happening tomorrow, Wednesday at 2:00pm ET will look to this topic and uncover ways to tame even the worst customer support situations.

 

The Webinar will feature nationally-known communications skills author and former desk manager Rich Gallagher, who is also the President of Point of Contact Group.

 

The Webinar is based on one of Gallagher's well- known books, "What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service," and will feature tips and skills that help agents and customers feel at ease in situations where they must, deliver bad news, answer an inappropriate request, defuse angry customers or handle customers who have "crossed the line."

 

Attendees will also have a chance to partake in a live Q&A session after the presentation.

 

 

What are you waiting for?   Register Now