Hello,
I am coming up with content on how to manage difficult calls. This is for a call centre full of staff that have had similar training before, so i would like this to be a totally different style to the norm. Does anybody have any useful exercises, quizs,hint, tips or suggestions on managing difficult calls/complaints, that veers towards a kinesthetic way of learning, that is not following the same old route.
Thanks
6 Responses
Help or hinder
Hi
Great topic! Maybe as a starter you could ask the group to think about what actions/words etc that will HELP the situation and what would HINDER the situation. Ask them to think about times they have made a complaint, taken something back to a shop, asked for a replacement meal in a restaurant etc and to think about how there were dealt with. This should lead nicely into the main themes of your session.
Happy to give further details if you need them.
Jenny
a complaint is a gift
have a look at this topic…….http://www.amazon.com/Complaint-Gift-Customer-Feedback-Strategic/dp/1881052818
Also have a session on the alternative to a complaint to the vendor….
eghttp://www.youtube.com/watch?v=5YGc4zOqozo
These may well provide some different slants on what you are looking for
Rus
Hi,
Hi,
Thank you both for your help!
Very helpful
Regards
Steph
Use actual live calls
If you have a data base of recorded calls (or seek some through the learning discussion groups on linkedin), then use as basis of case studies to analyse the call handler's approach, strengths and weaknesses etc.
Best wishes
Bryan
http://www.abctrainingsolutions.biz/
Thanks Bryan- I’m glad you
Thanks Bryan- I'm glad you said that as thats my plan!
If this helps…
I can send two summaries of 'A complaint is a gift' to anyone who finds reading the book daunting.
email me at: a[email protected]
I also have a lot more complaint management material at my website: http://www.andrewgibbons.co.uk