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Experienced Customer Account Specialists in the
Service Center and Call Center
Recommended Class Size:
Up to 20 per class
Participant handoutsa)Learning Objectivesb)What Makes People Angryc)Step-by-Step Approach forDe-Escalating Angerd)Things that Can MakeMatters Worsee)Methods that Make a HugeDifferencef)Strategies for the CallCenter and Service Centerg)Case Problemsh)Your Success Storyi)Summary Card j)Course Feedback
Flipchart (Things that Really Help)
After completing this training module, CustomerAccount Specialists
will be able to…
Recognize situations that can cause frustration
for customers, and seekways to minimize the issues.2.
Avoid using words and behaviors that contribute
to stressful situations.3.
Use techniques to help defuse emotions, and take control
of thecustomer interaction in order to achieve a positive outcome.4.
Recognize how our own beliefs and expectations
can add stress toworking with upset or angry customers.