Скачать или смотреть Handling Angry Callers | Online Call Center Agent Soft Skills Part 3

In part 3 of this series on agent soft skills, we will share some great tips for handling angry callers. In this video we will provide you with 4 effective handling techniques, 4 do’s and don’ts to keep in mind with difficult callers, and we will give you 6 tips for diffusing anger that can make a big difference with even the most difficult caller. We will also be giving away something valuable to one lucky viewer who watches this video through to the end.

To get the most out of this video, it would be helpful to also watch parts one through Eleven on agent soft skills that will round out and improve your soft skills techniques:

• Effective Communication:    • 7 Tips for Effective Communication | Onlin...  
• Empathy:    • 5 Tips for Expressing Empathy Over the Pho...  
• Handling Angry Customers:    • Handling Angry Callers | Online Call Cente...  
• Tone of Voice:    • Tone of Voice |  Online Call Center Agent ...  
• Active Listening:    • 8 Steps to Improving Active Listening | On...  
• Effective Questioning:    • Effective Questioning | Online Call Center...  
• How to be a Great Team Player:    • How to be a Great Team Player | Online Cal...  
• How To Say No The Right Way:    • How To Say No The Right Way | Online Call ...  
• How to Put Caller on Hold:    • How to Put Callers on Hold | Online Call C...  
• How to Handle Stress:    • How to Handle Stress | Online Call Center ...  
• How to Get the Most from Coaching Sessions:    • How To Get The Most From Coaching Sessions...  
• 5 Common Mistake Agents Make and How to Avoid:    • 5 Common Mistakes Agents Make & How to Avo...  
• How To Build Rapport -    • How To Build Rapport  | Online Call Center...  
• Mirroring Callers to Build Rapport -    • Call Mirroring to Build Rapport | Online C...  
• Controlling Talkative Callers -    • Controlling Talkative Callers | Online Cal...  
• How To Make Callers Feel Important -    • How To Make Callers Feel Important  | Onli...  
• 10 Tips for New Customer Service Agents -    • 10 Tips for New Customer Service Agents | ...  
• Why Customer Service Agents are Heroes -    • Why Customer Service Agents are Heroes | O...  
• Active Listening Exercises -    • Active Listening Exercises | Online Call C...  
• Work at Home Stress -    • Work at Home Stress | Online Call Center A...  

Our training programs are chock full of great educational and certification resources. To find the right training program that’s right for you: https://www.benchmarkportal.com/conta...

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.

For more information on BenchmarkPortal’s services go to: https://www.benchmarkportal.com/