Management & Training Courses UK

Case Study: Irate Caller 1 & Irate Caller 2

Briefs to generate situations where the call handler needs to turn around a caller for whom the service chain has gone wrong.

Fun Word Grid

Fun exercise of find the appropriate word in a letter grid. Can be used as pre course work or as energiser during a telephone techniques courses.

Good & Poor Telephone Communicators

Handout.

Role Play Brief

Caller Brief to handle a challenging situation.

4 caller briefs written for the Customer Service/Technical Support departments of a major DIY tool manufacturer. 2 of the calls are written from the perspective of customers (called End Users); 2 are from Retailers the tool company supplies. Adaptable to fit many product scenarios.