Dealing With Challenging Callers

Dealing with Challenging Callers in the Fremont Bank Call Center Presented by Kathryn Gunderson Fremont Bank Training Manager

So…..why are we here today? ,[object Object],[object Object],[object Object],[object Object]

Costs for today’s session: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Opportunity costs—priceless!

Potential benefits to today’s training ,[object Object],[object Object],[object Object],[object Object]

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With that research in mind, consider the following questions ,[object Object],[object Object]

Why try to keep our angry clients? Can’t we just get new, nicer ones?

Here’s why…. ,[object Object],[object Object],[object Object],[object Object]

Putting the emotions into context ,[object Object],[object Object],[object Object],[object Object],Professionalism Anger Rudeness Disrespect

Objectives of Today’s Session ,[object Object],[object Object],[object Object]

Let’s Get It Started ,[object Object],[object Object],[object Object],[object Object],[object Object]

Three levels of anger ,[object Object],[object Object],[object Object]

Think about a time when …. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Considering those situations, ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Regaining your perspective ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Your turn! What else can you do?

With a little help from your friends… ,[object Object],Professional Conduct

Remember: ,[object Object],[object Object],[object Object],[object Object]

Thanks for your time today! Super Rep to the Rescue!

Dealing With Challenging Callers

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Dealing With Challenging Callers