TCCS Is Offering Brand New Frontline Fundamentals Courses

Some exciting news for our students!

We’ve recently developed two new Frontline Fundamentals courses — Challenging Callers and Handling Hostility. Both courses have been specifically created to replace the Tyrant Turnaround course and are now available on injixo Learn.

In any contact center, it’s inevitable that agents will encounter an array of challenging callers. The Challenging Callers course focuses primarily on how to identify emotional, impatient, confused and talkative callers, and how to apply known best practices in each situation.

Dealing with an angry, aggressive customer is an extremely daunting experience for any agent. The Handling Hostility course focuses on the “angry” customer and key reasons for their frustration. The course covers the basic principles of Emotional Quotient and Emotional Intelligence, the AVERT model and three strike rule for application with personally abusive callers.

Both courses provide a true e-learning experience through the introduction of engaging and interactive “choose the path of the call” scenarios.

We hope you enjoy the courses!

Originally published on July 03, 2014.

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