Question 1

1. Who should attend this course?

Accepted Answer

Customer service agents and support staff who regularly handle difficult callers.

Question 2

2. What is the main focus of the program?

Accepted Answer

Managing and calming angry callers using a structured 3-step process.

Question 3

3. Is the training practical?

Accepted Answer

Yes, it focuses on real-life call handling techniques and scenarios.

Question 4

4. Will I learn how to control emotional conversations?

Accepted Answer

Yes, the course teaches how to diffuse emotions and regain control.

Question 5

5. Does it address complaint handling?

Accepted Answer

Yes, including the service recovery paradox and the value of complaints.

Question 6

6. Are communication techniques included?

Accepted Answer

Yes, including language that engages callers and avoids hot buttons.

Question 7

7. Is resilience covered?

Accepted Answer

Yes, coping with stress and building resiliency are included.

Question 8

8. How long is the program?

Accepted Answer

The duration is 1 Day.

Question 9

10. Are there any prerequisites?

Accepted Answer

No, there are no formal prerequisites.

Question 10

11. Will apology techniques be discussed?

Accepted Answer

Yes, including balanced solutions and “Deliver +1”.

Question 11

12. Does the course improve customer satisfaction?

Accepted Answer

Yes, it focuses on turning complaints into positive experiences.

Question 12

13. Is a certificate provided?

Accepted Answer

Yes, a course completion certificate is provided after training.

Question 13

What is the refund policy?

Accepted Answer

You  are eligible to request a refund up to 7 days before the event.

Handling Challenging Calls: 1-Day Interactive Workshop in Austin, TX

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