Managing Conflict over the Telephone

Dealing with customers over the phone is a challenging task. Every now and then, a customer comes along that is just difficult to deal with and managing them in the right way is crucial for any business. This training will develop the skills of your staff and the techniques that they will learn will enhance customer care while maintaining the professional branding of your organisation.

By the end of this course, learners will know how to manage Conflict on the Telephone, how to remain in control and achieve positive call outcomes.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

Quality Assured

Safeguard your training investment. We offer courses accredited by national and international certification bodies.

a few of the companies that trust dcm

Get the Managing Conflict over the Telephone Course Brochure & 2024 Timetable Instantly

Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Team Development Needs?

Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

Find out more

Grow Your Career with DCM

Join thousands of professionals growing their careers with DCM Learning, for free. By becoming a member, you will gain
access to over 100 free courses and discounts on certified courses

Try Our Free Courses

Why not try our free one of our Free 1 Day Live Virtual Courses. (30 to Choose From). We have topics including management, project management and lots more.

Safeguard Your Investment

We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

Bitesize Learning

If the one day courses are too long, why not try our Free Bitesize Learning?. We have over a 100+ one hour courses to choose from including public speaking and negotiations.

96% Of people who attended our training courses would recommend to others

20K Join the 20,000+ members who've advanced their career with DCM

87% Of learners report career benefits like getting a promotion or a raise

What is covered in this course?

The aim of this course is to learn how to manage Conflict on the Telephone, how to remain in control and achieve positive call outcomes.

Introduction

Understanding our customers
How to engage, empathise and build rapport
Crucial communication skills: Interpreting responses and language
Active Listening - "Listening vs. Hearing"
Seeing conflict differently

Managing Aggressive Behaviour

Self-assessment of your own style: Strengths & Weaknesses
Do's and Don'ts of Communication over the phone and how to react
How to structure the call in order to remain in control
Effective techniques to remain calm

Dealing with Difficult People

Understanding what causes customers to be demanding/difficult
Engaging the ‘professional brain' instead of the emotional, reactive brain
Handling criticism
How to give the best possible service

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

Ask a Question

Join over 20,000+ members that trust DCM Learning

What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.