Telephone Techniques             ANGER MANAGEMENT                       How to                Prevent or Process          ...
TELEPHONE TECHNIQUES                       ANGER MANAGEMENT           How to Prevent or Process an Angry Caller           ...
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TELEPHONE TECHNIQUES                     ANGER MANAGEMENT            How to Prevent or Process an Angry Caller            ...
TELEPHONE TECHNIQUES                  ANGER MANAGEMENT           How to Prevent or Process an Angry Caller     6Methods to...
TELEPHONE TECHNIQUES                 ANGER MANAGEMENT           How to Prevent or Process an Angry Caller           7 Do w...
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TELEPHONE TECHNIQUES                ANGER MANAGEMENT         How to Prevent or Process an Angry Caller          9As we men...
TELEPHONE TECHNIQUES                  ANGER MANAGEMENT           How to Prevent or Process an Angry Caller          10Deve...
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TELEPHONE TECHNIQUES                 ANGER MANAGEMENT          How to Prevent or Process an Angry Caller   12Our Dedicatio...
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Telephone Techniques - Anger Management - How to Prevent or Process an Angry Caller

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Have you ever been caught in a customer service situation where you experienced a shouting, angry or frustrated caller on the phone? This is a difficult situation for both parties involved. A good manager needs the tools to train their “front-line” employees to resolve the situation and leave the customer satisfied.



Dexcomm specializes in valuable customer service techniques that will help your staff remain calm when things get difficult and keep your callers happy.



This ebook will provide:
•Tips & techniques on messaging
•Training tools for staff and management

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Telephone Techniques - Anger Management - How to Prevent or Process an Angry Caller

  1. 1. Telephone Techniques ANGER MANAGEMENT How to Prevent or Process an Angry Caller © 2012 Dexcomm All Rights Reserved
  2. 2. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 2 PREFACE: Our passion is properly serving customers. Operating as a 24/7/365 Telephone Answering Service and Medical Exchange since November of 1954 we have developed skills and techniques that allow us to delight a wide range of clients. As we have grown and prospered for over 50 years we feel now is a great time to give something back to our customers, prospective customers and anyone seeking to improve their business success. Included in this book are tips and tools that we hope will make your job a bit easier each day. One of the great learning tools we have employed is the willingness to learn from our mistakes. Please take advantage of our many years of experience and avoid some of the pitfalls that we have learned to overcome. Our hope is JAMEY HOPPER that you and your office can adopt some of these tools to make your life a bit less complicated and allow you a bit PRESIDENT more uninterrupted leisure time. “Our passion is properly serving customers.” Thanks for Listening! PLEASE NOTE: Our e-books are designed to provide information about the subject matter covered. It is distributed with the understanding that the authors and the publisher are not engaged in rendering legal, accounting or other professional services. If legal advice or other professional assistance is required, the services of a competent professional person should be sought. AsktheExpert@dexcomm.com • dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA 70520 • (877) DEXCOMM (339.2666)Helping the world connect, one message at a time. Share this e-book!
  3. 3. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 3 TABLE OF CONTENTS MEET OUR EXPERTS  How to Handle KARL  Preventative Measures OPERATIONS SUPERVISOR  Toolbox DANA TRAINING SUPERVISOR Our Dexcomm Customer Service Experts would like to share with you some tips for bringing top notch telephone techniques into your business by sharing this information with you. AsktheExpert@dexcomm.com • dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA 70520 • (877) DEXCOMM (339.2666)Helping the world connect, one message at a time. Share this e-book!
  4. 4. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 4 How to Handle IN THIS SECTION  Situational Awareness  Methods to the Madness Have you ever been caught in a customer service situation where you end up with a shouting, angry and frustrated caller on the line? KARL SCHOTT OPERATIONS SUPERVISOR AsktheExpert@dexcomm.com • dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA 70520 • (877) DEXCOMM (339.2666)Helping the world connect, one message at a time. Share this e-book!
  5. 5. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 5Situational AwarenessReasons that callers become angry  Language/communication barriers  Industry terminology that the layperson may not understand (i.e. medical)  Your office made a mistake  Caller is impatient  The time it takes to resolve the issue Possible outcomes of an angry caller  HIPAA and privacy issues  Your own frustration when the caller gets the best of you  Other patients or customers within ear shot of the situation  Threats being made, shouting, cursing or other abusive behaviorIdeally, having preventative measures in place could help to avoid these situations before they even start. But first, we mustresolve the immediate issue of the angry, frustrated and threatening caller on the line. Tips and Techniques for Positive Communication Phrasing Share this e-book!
  6. 6. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 6Methods to the MadnessIf a real threat exists, hang up and call the police or other authorities immediatelyBe polite, remain professional and never let your frustration get the best of you  If you must contain yourself, put the caller on hold and take a breather.  Set some ground rules for the call if necessary.  Ask the caller to remain calm.  Communicate that you understand and want to help them, but that you need them to stop yelling and using profanity.  If you cannot stay calm enough to handle the call, ask for a name and number and call them back when you are ready.Put your active listening skills to good use  Let the client speak and don’t interrupt.  Help them feel heard. Improving Customer Service ● ListeningAdmit any mistakes your office may have made and take responsibility  Be apologetic and empathetic.  Ask what you can do to resolve the issue, or communicate what you can do to resolve the issue.  Ask questions that will help to resolve the issue.  Be upfront with what you can provide now, and what you will have to do later—manage the caller’s ex- pectations. If communication barriers exist:  Slow down  Rephrase  Speak on the caller’s level  Don’t insult or speak above them  Explain terminology  Be patient Share this e-book!
  7. 7. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 7 Do what you say you will do and follow through How To Do What You Say You Will Do Document the caller’s information and their behavior  Include information that is pertinent to resolving the issue.  Include information for police or authorities if necessary. Avoid using speaker phone  The caller will know they are on speaker and this will add to their frustration and serve as another com- munication barrier.  Others may be able to hear the conversation which can be a HIPAA violation.  Transfer caller to a more private phone area if necessary to maintain professionalism in your office. Ensure there is no dead air on the call  If you need time to resolve the issue by checking files, etc. let the caller know they will be placed on hold. HIPAA Concerns  Refer to your office’s HIPAA Handbook. End the call with an action statement regarding what you are going to do to resolve the issue. Improve Your Office’s Communication Through Better Messaging Share this e-book!
  8. 8. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 8 Preventative Measures IN THIS SECTION  Tips & Techniques Dexcomm specializes in valuable customer service techniques that may help you to cope when these types of situations occur DANA LEWIS TRAINING SUPERVISOR AsktheExpert@dexcomm.com • dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA 70520 • (877) DEXCOMM (339.2666)Helping the world connect, one message at a time. Share this e-book!
  9. 9. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 9As we mentioned before, preventative measures are always important to have inplace so that angry caller situations can be avoided altogether.Coach your staffTelephone operators and other customer service staff members should be trainedaccording to the methods state above. They need to know what to do in casesinvolving angry callers.Hold “Lessons Learned” meetingsFollowing the resolution of angry caller situations, explore what could have been done differently to avoid thissituation. What did you do well? What could you have done better? Communicate this information to your staff sothat everyone can learn from the situation.Develop a shift change process to avoid client communication issuesWere there any problems on the previous shift? Should the next operator be made aware of anything?Create standards in message takingWhat information do you need in order to better serve your clients? Ensure that phone operators are capturingpertinent information. Taking a Perfect Phone MessageDevelop a process for handling repetitive issuesFor example, are we having the same customer service issues? If so, how can we create a process to eliminatefailures?Create your own checklist for phone operators to deal with angry customersConsider keeping checklist near phone to ensure operators have it handy. Share this e-book!
  10. 10. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 10Develop specialistAssign a go-to-person that can coach staff on handling angrycallers. The opportunity to put the caller on hold and ask for help toresolve an issue is vital for the development and growth of thephone operator.Consider designating a person on duty for handling angry callers ifyou do not feel that your phone operators are equipped to handlethe call.Forward calls to your answering service if you cannot give full attention to callersWe all know that when we are busy and distracted, we cannot give our full attention to callers, which can lead toangry clients.Practicing these methods and role-playing ensure that your staff is ready to handle angry caller situations Use examples from previous situations or use your imagination to create role-playing scenarios. Remember…Practice makes perfect!! Provide staff with emergency contact information for the police department, fire department, suicide hotline Post this information near the phones for easy access! Looking for More? Share this e-book!
  11. 11. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 11 Toolbox Toolbox  Quality Assurance Evaluation  Voicemail Samples - Medical  Voicemail Samples - Non Medical  Message Template SamplesEnsuring your patients or clients are receiving excellent customer service is vital to the success of yourpractice.  Evaluate phone traffic by reviewing recorded calls or by performing live quality assurance checks of your staff’s performance  Train receptionists and/or healthcare workers on customer service skills  Consider contacting an expert, like Dexcomm, for answering and messaging solutionsOther OptionsRunning a medical practice or another business doesn’t always leave time for managingthe customer service side of your company. That’s when businesses like ours can help youout! AsktheExpert@dexcomm.com • dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA 70520 • (877) DEXCOMM (339.2666)Helping the world connect, one message at a time. Share this e-book!
  12. 12. TELEPHONE TECHNIQUES ANGER MANAGEMENT How to Prevent or Process an Angry Caller 12Our Dedication to Development, Training and ComplianceAll new hires are put through an extensive application processinvolving several interviews with multiple company executives.We insist upon the successful completion of a full backgroundcheck and drug screen. Additionally, the operator must sign aconfidentiality agreement. We ensure that potential employeesexemplify our core values, fit within our company culture andhave the skills needed to serve our customers. Upon hire, weenter them into an extensive classroom-based training settingwhere they are educated on our operating system and our focuson customer service under the supervision of a dedicated andexperienced training department.During the classroom-based training period, potential operatorsare educated on phone etiquette, customer service, how tohandle a variety of situations, and are equipped with an industry-leading training manual. Additionally, operators are providedone-on-one training with management, exposed to live calls inpeer-to-peer training, and are supported by floor managersduring independent live calls.To produce “best-practice” telephone techniques, our TrainingDepartment developed a thorough closed-loop system. Callsare reviewed by a dedicated Quality Assurance Department, adivision of the Training Department, who listen and score theoperator’s calls in real-time and for review. The departmentmeets regularly to calibrate their scoring and provide feedbackto the Training Department. Operators are given monthly,sometimes weekly, reviews on their performance. A SPECIAL THANKS TO Our Dexcomm Contributors Share this e-book!

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