Video  Finder
Dealing with Abusive & Threatening Calls
This title is part of the Take Away Training Series
Duration: 15 minutes
Synopsis

Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally.

Key Learning Points

1. Listen
• Let them vent
• Don't cut them off
• "I'm listening"

2. Stay calm
• Don't take it personally
• Moderate your voice

3. Diffuse anger
• "I can hear you're angry"
• "I'm sorry you're angry"
• Summarise their problem

4. Explain and set limits
• Clarify company rules/procedures
• Use soft tone of voice
• Give three warnings:
• "would you please refrain...";
• "I must warn you to stop... or I will terminate the call";
• "...so I am going to have to terminate the call"

5. Focus on resolution and outcome
• "I want to fix this"
• "Let's solve this now"

6. Complete contact professionally
• Summarise and agree on action
• Follow up and take notes
• Brief others as necessary
• Debrief yourself

Package Description
DVD
Recommended Audiences
  • Telephone Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
TAT64
ISBN
9781925287202
Published
Melbourne
Filming location
Australia
Release year
2001
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions