Studio
Handle any conflicting customer calls like a pro
0%
Previous
Course data
GENERAL PRESENTATION
CONTENT
1- Identify the sources of conflict
1.1- The Karpman Triangle
1.2- The three roles in the Karpman Triangle
1.3- Example of a Karpman Triangle
2- Eight unstoppable tips for managing conflicting calls
2.1- Improve your assertiveness
2.1.1- DESC
2.1.2- Four tips to be more assertive
2.2- Focus on active listening
2.3- Show empathy and a positive attitude
2.4- Solve their problem
2.5- Compensate if necessary
2.6- Check the correct operation of the solution
2.7- Try a sales inbound call (add-on sales) if possible
2.8- Support an agent in difficulty
3- Conflicting calls handling in action
FORUM
Ask a question or share your knowledge
GO FURTHER
Documentation
YOUR OPINION IS IMPORTANT TO US
Let's take survey !
QUIZ
Next
Studio
Side panel
Cours disponibles
Métier du Call center
Marketing, commerce et qualité
Management et Leadership
Langues et communication
Informatique bureautique
Développement personnel
Développement informatique
Comptabilité, droit et logistique
Test d'embauche
Demander une réinitialisation de la tentative
English (en)
English (en)
Français (fr)
Log in
Username
Password
Remember username
Forgot Password?
Log in
Create new account
Handle any conflicting customer calls like a pro
Home
Skip to main content
Course info
Home
Courses
Version Anglaise
Métiers du call center
Handle any conflicting customer calls like a pro
Summary
Handle any conflicting customer calls like a pro
Version
:
1
Skill Level
:
Beginner