Handling Difficult Callers PowerPoint PDF
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Summary
This PowerPoint presentation is about handling difficult callers. It offers strategies for building confidence, emphasizing the use of soft skills such as active listening and empathy. It also emphasizes the importance of focusing on the caller's needs and responding appropriately to ensure a positive outcome to calls.
Full Transcript
HANDLING DIFFICULT CALLERS 2 AGENDA Building confidence when dealing with tough calls Reinforcing key “Soft Skills” to help us navigate those calls and be more successful Tips/Tricks and feedback from the group TIPS FOR GAINING CONTROL...
HANDLING DIFFICULT CALLERS 2 AGENDA Building confidence when dealing with tough calls Reinforcing key “Soft Skills” to help us navigate those calls and be more successful Tips/Tricks and feedback from the group TIPS FOR GAINING CONTROL OF A CALL Allowing caller to vent Appropriate tone Acknowledging the caller’s issues and/or concerns Be natural and utilize our “Soft Skills” ALLOW VENTING Utilize telephone silence Allow the caller to voice frustrations Use acknowledgement techniques Refocus and problem solve Do not take it personal! 5 APPROPRIATE TONE Calm your tone Change the rhythm of communication Slow down your speech Mirror the caller and show empathy 6 ACKNOWLEDGE THE CALLER’S ISSUE OR CONCERNS Use Empathy Acknowledge the callers frustrations Active listening Repeat back issues to callers so they know you are listening 7 BE NATURAL Let your personality shine Confidence is key! Show no fear! Use your soft skills Focus all your attention on the caller You do not have to win every fight 8 Click to add picture L.E.A.P.S L - Listen; allow the caller to vent. E - Empathize; acknowledge the person's feelings A - Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened." (and mean it) P - (Be) Positive S - Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help. If within reason do it, if not, find a compromise. 9 POSITIVE LANGUAGE TO USE Instead of using Try using Sure Absolutely Yep You are correct Pretty good Excellent I’ll try I can help you No problem with that It’s not my My pleasure fault I understand 10 FINAL TIPS Listen and do not be thinking about what response you will make while the other person is talking. – BE IN THE MOMENT Use the caller’s name, make the call personable. Click icon to add picture Focus with the Human side of the call before moving to the Business Side. Talk about what you can do instead of what you cannot. Recognize what sets you off and when you hear a client attempting to upset you, stop yourself.
