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Handling Angry Callers

A practical Business Nous course in the Sell More track.

5 sessions42 lessons2 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • Introduction: Angry callers and their expectations
  • Step1: Fix the caller before the problem
  • Step2: Take ownership
  • Step 3: Deliver + 1

Course content

5 sessions · 42 lessons · ~2 hours · first 2 lessons free

▶Introduction: Angry callers and their expectations3 lessons
  • ▶What this module coversFree12 min
  • ▶How do you see complaints?Free5 min
  • ▶The 3 step angry caller handling process2 min
▶Step1: Fix the caller before the problem2 lessons
  • ▶Activity: 3 closed questions (15 Minutes)2 min
  • ▶Wrap up for step 12 min
▶Step2: Take ownership4 lessons
  • ▶Beware of finger pointing and scapegoating2 min
  • ▶Language that engages callers6 min
  • ▶Activity: Change how you say it! (10 Minutes)2 min
  • ▶7 Engaging words and phrases4 min
▶Step 3: Deliver + 17 lessons
  • ▶Apologizing to customers – Saying Sorry2 min
  • ▶Now it’s time for step 3, by now your caller should be calm enough for you to use your questioning skills to understand the caller’s issue and suggest a solution using all available means to satisfy the caller and resolve his/her problem.2 min
  • ▶Deliver +12 min
  • ▶Activity: Plus, ones (10 Minutes)2 min
  • ▶Post call follow-up2 min
  • ▶Post call process2 min
  • ▶The importance of resiliency2 min
▶Part 526 lessons
  • ▶Overview2 min
  • ▶Student Workbook2 min
  • ▶Angry callers and their expectations2 min
  • ▶The main reason callers become angry is largely because their2 min
  • ▶Many factors are responsible for setting the expectations of your2 min
  • ▶Positive customer expectations2 min
  • ▶Negative customer expectations2 min
  • ▶Unreasonable customer expectations2 min
  • ▶Making it a memorable unforgettable experience2 min
  • ▶The service recovery paradox2 min
  • ▶Move caller to the logical side2 min
  • ▶Fix the caller before the problem2 min
  • ▶Acknowledge the caller’s anger2 min
  • ▶Listen and reassure the caller2 min
  • ▶Why is it important to acknowledge anger?2 min
  • ▶It’s a basic psychological need of angry callers or anyone who3 min
  • ▶Take Ownership2 min
  • ▶Don’t say2 min
  • ▶Beware of angry caller’s hot buttons2 min
  • ▶Activity: Change how you say it!2 min
  • ▶Step 32 min
  • ▶Balanced solution2 min
  • ▶Activity: Plus ones2 min
  • ▶Be Positive2 min
  • ▶Meditate2 min
  • ▶Personal Action plan2 min

About this course

A practical Business Nous course in the Sell More track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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