Managing difficult telephone conversations (S-AS0002)

Anyone in charge of telephone calls.

• Being able to manage difficult situations on the telephone.
• Learn to recognise the different types of behaviour on the phone that can generate tension and deal with them effectively.
• Be aware of the consequences of not listening carefully to customer expectations.

• Developing assertiveness to defuse tension and communicate more effectively:
  • clarify the situation from the outset: listen actively, ask questions, rephrase to confirm understanding;
  • building confidence;
  • take a step back and remain professional;
  • adapt your behaviour and attitudes to create a win-win relationship: Adjust tone, voice, verbal rhythm and vocabulary;
  • look for points of agreement with the customer and validate them.
• Manage the relationship effectively:
  • adapting to the type of person you are talking to;
  • dealing with the disgruntled and the aggressive;
  • managing overly talkative speakers;
  • dealing with the impatient;
  • dealing with the confused;
  • demonstrating empathy;
  • dealing with criticism and staying positive.
• Completing a difficult phone call:
  • turning the call into an active approach: making commitments and taking concrete action;
  • confirm customer satisfaction by summarising action points at the end of the call;
  • closing positively.