This is the first lesson in a two-part series on dealing with an angry caller on the phone.
Lesson Objectives
- Calming down an angry caller.
- Using a calm tone of voice.
- Letting the caller know you’re listening.
- Acknowledging an angry customer’s frustrations by showing empathy.
- Clarifying problems so you can solve them quickly.
Let’s hear how Diana, a Customer Care agent for a credit card company, handles Jay, an angry customer whose credit card has been locked, or disabled.
Lesson Content: Podcast | Study Notes | Online Practice | PhraseCast
