In deze online training leer je hoe je omgaat met boze klanten aan de telefoon en hoe je slecht nieuws brengt.
| Module 1 | HANDLING ANGRY CUSTOMERS ON THE PHONE | |
|---|---|---|
| Unit 1 | Welcome to the Online Training: Handling Angry Customers on the Phone - 5 min | |
| Unit 2 | Personal Actionplan - 5 min | |
| Unit 3 | Customer Behavior: The Rose of Leary – 10 min | |
| Unit 4 | Recognizing and influencing Customer Behavior: The VVV Model (15 min) | |
| Unit 5 | Influencing Customer Behavior – 10 min | |
| Unit 6 | Dealing with Defiant Behavior - 10 min | |
| Unit 7 | Dealing with Aggressive Behavior - 5 min | |
| Unit 8 | Dealing with Inappropriate Behavior – 10 min | |
| Unit 9 | Dealing with Competitive Behavior – 10 Min | |
| Unit 10 | Saying No in a Friendly Way – 5 Min | |
| Unit 11 | Delivering Bad News – 10 min | |
| Unit 12 | Self-assessment Module 1 Handling Angry Customers on the Phone | |
| Unit 13 | Certificate – Online training Handling Angry Customers on the Phone |