Call Center Training: Handling Angry Callers

While angry callers are an inevitable part of your job as a call center representative, our Call Center Training: Handling Angry Callers course provides helpful strategies, so you can take on these types of calls with confidence. In this course, we’ll explain why listening is important and explain how to apologize and take responsibility in a way that deescalates the situation. We’ll discuss tips on how to find a solution and go over how to handle a situation where the customer is extremely upset or swearing at you. Finally, we’ll also discuss what to avoid when dealing with an angry customer.

Part of our Call Center Training series, this course includes a video presentation, downloadable student material and an online quiz to test your knowledge.