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Survival ToolsSurvival Tools
•There are specific
vocabulary formulas
touse to
reduce theemotional impact
of difficult callers and methodsthat can turn a stressfulencounter into a positiveinteraction.•One of the critical factorsin successful telephonecommunication which bearsrepeating is –
voice tone
.
 
Proceed CautiouslyProceed Cautiously
•
Choose the right word orphrase
to send the bestmessage.•
Learn how to say "no" ina positive manner
bysubtracting
"
Not
"
Words andnegative phrasing from yourcommunication. The endresult: callers whounderstand and accept yourinformation more quickly.
 
Dealing With DifficultDealing With DifficultCallersCallers
What you should do is:Listen without interruptingGather the facts and make a note of themTake their details so you can get back to themSympathize with them and offer to act as fastas you canApologize if you have made the mistakeStay calm even though the caller is angry andpossibly abusive.
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