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: [ Ссылка ]
• Empathy: [ Ссылка ]
• Handling Angry Customers: [ Ссылка ]
• Tone of Voice: [ Ссылка ]
• Active Listening: [ Ссылка ]
• Effective Questioning: [ Ссылка ]
• How to be a Great Team Player: [ Ссылка ]
• How To Say No The Right Way: [ Ссылка ]
• How to Put Caller on Hold: [ Ссылка ]
• How to Handle Stress: [ Ссылка ]
• How to Get the Most from Coaching Sessions: [ Ссылка ]
• 5 Common Mistake Agents Make and How to Avoid: [ Ссылка ]
• How To Build Rapport - [ Ссылка ]
• Mirroring Callers to Build Rapport - [ Ссылка ]
• Controlling Talkative Callers - [ Ссылка ]
• How To Make Callers Feel Important - [ Ссылка ]
• 10 Tips for New Customer Service Agents - [ Ссылка ]
• Why Customer Service Agents are Heroes - [ Ссылка ]
• Active Listening Exercises - [ Ссылка ]
• Work at Home Stress - [ Ссылка ]
Our training programs are chock full of great educational and certification resources. To find the right training program that’s right for you: [ Ссылка ]
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: [ Ссылка ]
