This is the second of a two-part lesson dealing with angry callers on the phone.
Lesson Objectives
- Explaining a problem.
- Suggesting a solution.
- Handling difficult or angry customers.
- Handling things when your company has made a mistake.
In today’s dialog, we’ll hear more of a conversation between Diana, a Customer Care agent for a credit card company, and Jay Rothschild, an angry customer whose credit card was locked after he made a large purchase. Diana has already gotten Jay’s account information and is ready to start solving the problem.
Lesson Content: Podcast | Study Notes | Online Practice | PhraseCast
