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Unit 8: Difficult calls

Calming the call

Read this before the quizzes

De-escalation: five moves

The repeat caller and the caller who wants a manager

Worked call 1: a first reply that argues

What to start with

Voice

After one sorry

Repeat caller

A manager

Answers and why: Calming the call

Boundaries and policy

Boundaries: policy and safety come first

Ending a call you cannot fix

Worked call 2: a calm warning

Who decides

A calm warning

Venting or abuse

Cannot fix it

Legal questions

Answers and why: Boundaries and policy

Hold and transfer

Hold etiquette: why, may I, how long, back in time

The warm transfer

Worked call 3: a cold transfer

Hold parts

Coming back

Warm transfer

A brief

Refuses a hold

Answers and why: Hold and transfer

The bad line and the silent line

Repair a bad or silent line

Worked call 4: a gap that invites a promise

Say where it broke

A gap in a sentence

Silent line

A gap in a promise

The caller cannot hear you

Answers and why: The bad line and the silent line

An angry-caller call, stage by stage

An angry-caller call at a glance

Stage 1: hear it

Stage 2: acknowledge

Stage 3: sorry once

Stage 4: plan or choice

Stage 5: hold or hand on

Stage 6: close or end

Stage order

Where the trap sits

Next step

A promise

A close

Answers and why: An angry-caller call, stage by stage

Words to carry

Phrases for difficult calls

Take charge

Take charge: heard, then helped

Your mission this week

Some calls are hard because the customer is angry, because you have heard the story four times, because they want a manager, or because the line is bad. This unit gives you one steady way through them: lower and slower, name what happened, say sorry once, say what you will do and offer a choice.

Customer Service English Unit 8: Difficult calls

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