Sometimes we receive calls that are ‘difficult’ to handle. Either the caller is angry from the outset or they start off okay but get progressively snappier until the call results in an escalation or a termination. How advisers and agents handle these types of calls can make the situations better or worse. Agents also need to be able to ‘recover’ from such calls to avoid carrying negativity through into the next one, even subconsciously, which can result in an agent wondering ‘why am I always the one that gets the tough calls?’

In this course we take time out to recognise the customer’s side of the ‘beachball’, in other words, how their view is often different to ours. Utilising video, discussion and audio this course is interactive and refreshing, a real shot of ‘oxygen’ for agents and advisers to help them stay calm and in control.

We have never had such positive feedback. I will have no hesitation in recommending Ember Real Results to my colleagues and contacts in the future.

- United Utilities

Thoroughly enjoyable and useful. Hard to improve the format.

- SMART Telesales

Excellent trainer delivery.

- Carphone Warehouse