Telephone Aggression Aggression (Face to Face and Telephone)

As an ever increasing number of customer communications are carried out by telephone, managing aggression through this medium is more important.

The loss of body language means that handlers cannot gauge reactions and customers are more abusive because they do not see the consequences of their words on others.

The primary role is to calm a situation, gain control and influence the behaviour of the caller to the point where everyday customer service techniques can be applied. Not only does the Westlake course achieve this through a range of psychological influencing skills it further strengthens and support staff on the frontline of threatening and abusive calls.

A large ‘toolbox’ of techniques are made available to delegates to achieve this, enabling organisations to retain and support front line staff – putting the in control of situations.