Where Can You Learn Dealing with Angry Callers?

Dealing with angry callers can be one of the most challenging and stressful tasks in any customer service profession. Whether you’re a customer service representative, a telemarketer, or a manager, learning how to handle angry callers is crucial for maintaining a positive reputation, resolving issues efficiently, and reducing conflict. In this article, we’ll explore some of the best places to learn how to deal with angry callers and improve your communication skills.

Online Courses and Training Programs

1. Coursera: Coursera offers a range of online courses on customer service, communication, and conflict resolution. You can enroll in courses from top universities and institutions worldwide.
2. Udemy: Udemy has a vast array of courses on customer service, customer experience, and communication skills. You can choose from various courses and instructors to find the one that suits your needs.
3. LinkedIn Learning (formerly Lynda.com): LinkedIn Learning offers a range of courses on customer service, communication, and teamwork. You can access their courses with a subscription to LinkedIn Learning.

Professional Associations and Organizations

1. International Customer Service Institute (ICSI): ICSI offers courses, certifications, and resources on customer service, complaint handling, and communication skills.
2. American Customer Service Institute (ACSI): ACSI provides training, certifications, and resources on customer service, including courses on conflict resolution and angry caller management.
3. National Customer Service Association (NCSA): NCSA offers courses, certifications, and resources on customer service, communication, and conflict resolution.

Books and eBooks

1. “Customer Satisfaction is Worthless, Customer Loyalty is Priceless” by Jeffery Gitomer: This book provides practical tips and strategies for building strong relationships with customers and handling difficult situations.
2. “Dealing with Difficult People” by Dr. Robin Dunbar: This book offers effective strategies for communicating with difficult people, including angry callers.
3. “The Customer Delight Guarantee” by Richard Fenton and Andrea Waltz: This book provides insights on how to exceed customer expectations and handle customer complaints and angry callers.

Industry-Specific Resources

1. The Ritz-Carlton’s Service Culture: The Ritz-Carlton is renowned for its exceptional customer service. Their website offers resources, training, and tips on delivering outstanding service, including handling angry callers.
2. Zappos’ Customer Service Philosophy: Zappos is known for its exceptional customer service. Their website offers resources, training, and tips on delivering outstanding service, including handling angry callers.
3. Disney’s Service Philosophy: Disney is a global leader in customer service. Their website offers resources, training, and tips on delivering outstanding service, including handling angry callers.

Conclusion

Dealing with angry callers requires a combination of communication skills, emotional intelligence, and conflict resolution strategies. By taking online courses, reading books and eBooks, and utilizing industry-specific resources, you can learn how to handle angry callers effectively and improve your customer service skills. Remember, it’s essential to stay calm, empathetic, and professional when dealing with angry callers to maintain a positive reputation and resolve issues efficiently.