Dealing with Difficult Calls

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.  Your people 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?’ Without the skills and resilience to handle this correctly, difficult calls can lead to stress and absenteeism and even attrition. A costly issue in any contact centre.

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.

Cost Effective

We are always keen to discuss metrics with you to demonstrate and guarantee maximum return on your investment from working with us.

The Course

This course is useful for anyone that uses the telephone to serve customers, answer queries, take bookings, ask for payments.

Ideally you will already have attended the ‘Telephone Communication Skills and Customer Care’ 1 day workshop which you gives you the groundwork in voice tone, listening skills, rapport building, positive language and keeping control of calls.


This is an interactive session so come prepared to discuss and practice your skills in a safe, friendly and fun environment. It’s the best way to learn and the day will fly by!


The course last 1 days


The course usually runs from 9.30-4.30


Venue of your choice

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