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| Section 1: Introduction |
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It takes skill, practice, and patience to handle stressful calls and avoid internalizing frustration. At the end of this section, you will be able to identify:
- The target of an irate caller's anger
- The importance of acting as a lightning rod
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| Section 2: ASAP Technique |
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Almost everyone deals with a complaint call at one time or another. This section shows you how to use the ASAP technique to handle irate callers.
- Apologize
- Sympathize and empathize
- Accept responsibility
- Prepare to help
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| Section 3: Practicing ASAP |
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This is an exercise based on the ASAP technique covered in Section 2.
In this section, you will simulate answering a telephone call by selecting the responses you would make to the caller.
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| Section 4: Escalating Calls |
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Most complaint calls can be handled using the ASAP technique, but occasionally you will need to turn a call over to your supervisor.
This section describes the steps to take to escalate a call:
- State what you can do.
- Introduce your supervisor.
- Ask if the caller is able to hold.
- Don't accuse the caller.
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| Section 5: Swear Stopper |
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This section prepares you to handle callers who resort to abusive language. When someone begins swearing, use the Telephone Doctor's Swear Stopper:
Excuse me. I can handle your problem. That's no problem. I cannot handle your abusive language.
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| Section 6: Emotional Leakage |
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If you're having a bad day, it's not fair to take it out on innocent callers. In this section you'll learn how to avoid this kind of Emotional Leakage.
Before you answer the phone:
- Pause.
- Take a deep breath.
- Smile.
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