Where Can You Learn Handling Difficult Phone Calls?

Dealing with difficult phone calls can be a daunting task for anyone, whether you’re a customer service representative, a salesperson, or even a manager. The pressure of resolving an issue, addressing a complaint, or negotiating a deal over the phone can be overwhelming, and it’s essential to have the right skills to handle these calls effectively.

Fortunately, there are many resources available to help you learn how to handle difficult phone calls. Here are some options:

Online Courses:

1. Coursera: Coursera offers a range of online courses on customer service, communication, and conflict resolution. You can choose from courses offered by top universities and institutions.
2. Udemy: Udemy has a vast collection of courses on phone etiquette, sales, and customer service. You can find courses tailored to specific industries, such as healthcare or finance.
3. LinkedIn Learning (formerly Lynda.com): LinkedIn Learning offers a range of courses on communication, sales, and customer service, including modules on handling difficult phone calls.

Books and Guides:

1. “Influence: The Psychology of Persuasion” by Robert Cialdini: This classic book provides insight into the psychology of persuasion and how to use it to handle difficult phone calls.
2. “The Art of Dealing with Difficult People” by Dr. P. M. H. Hebert: This book offers practical advice on dealing with challenging personalities and situations over the phone.
3. “Customer Service: 101 Ways to Ensure You Keep Your Customers” by Michael J. Bürsching: This guide provides helpful tips and strategies for providing excellent customer service, including handling difficult phone calls.

Professional Associations and Networking:

1. International Customer Service Institute (ICSI): ICSI offers training and certification programs for customer service professionals, including modules on handling difficult phone calls.
2. American Customer Satisfaction Index (ACSI): ACSI provides training programs and resources for professionals in the customer service industry, including tips on handling difficult phone calls.
3. Networking groups: Joining online or in-person networking groups, such as Toastmasters or customer service-focused communities, can provide opportunities to learn from others and share tips and strategies for handling difficult phone calls.

Real-Life Experience and Role-Playing:

1. Volunteer or take a part-time job: Gain experience in a customer-facing role or volunteer to handle phone calls for a non-profit organization to practice your skills.
2. Role-playing exercises: Practice handling difficult phone calls with friends or colleagues, and ask for feedback and suggestions for improvement.
3. Scripts and scenarios: Practice handling different scenarios and scripts to prepare yourself for common challenges and objections.

Conclusion:

Handling difficult phone calls requires a combination of skills, knowledge, and practice. By investing in online courses, reading books and guides, networking with professionals, and gaining real-life experience, you can develop the skills needed to handle even the toughest phone calls. Remember to stay calm, composed, and patient, and always prioritize the customer’s needs and concerns. With the right training and preparation, you can become a master of handling difficult phone calls.