Class Details

Title: Managing Difficult Calls
Trainers: Bonnie Tracy
Date/Time: March 25, 2015 9:00am - 12:00pm
Hours: .3 CEU's
Details:

This three-hour program is designed to enhance staff skill in controlling calls- especially when callers are difficult, while continuing to deliver high quality customer service. The basic communication skills of clarifying requests, confirming your understanding and reflective listening are discussed and practiced. Among the topics to be covered are: types of difficult callers, good listening skills, summarizing requests, dealing with emotions, and terminating calls professionally. The day will end with some quick stress management techniques for maintaining composure in a challenging work environment.

City: Lewiston
Location:
Class ID: C626 (Reference id: 622588)
Maximum attendance:20
Current class status:
Restrictions:

*Enrolled Students

IDStudentAgencyService Code
629150 Melanie, Jensen L DHHS/ASPIRE 6 Aspire
630287 MACLAREN, SU DHHS/OFI 12 Eligibility Services (OIAS)
630292 Johansen, Catherine L DHHS 12 Eligibility Services (OIAS)
630296 Jackson, Diana OFI - DHHS 12 Eligibility Services (OIAS)
630298 Pierce, Olivia OFI 12 Eligibility Services (OIAS)
630307 Hussein, Farah H DHHS/OFI 12 Eligibility Services (OIAS)
630387 mahini, molly c DHHS, OFI 12 Eligibility Services (OIAS)
631201 Sim, Kelsey A OFI 12 Eligibility Services (OIAS)
634687 Vallieres, Nance SeniorsPlus 25 Adults (Cognitive and Physical Disabilities)
635827 robertson, janet l OFI DHHS 12 Eligibility Services (OIAS)
635949 Doyle, Danielle E DHHS 7 Child Welfare

*Waitlist Students

IDStudentAgencyService Code

(You will be contacted if an opening is available)

*Cancelled Students

IDStudentAgencyService Code