Class Details

May 19, 2015
Title: Managing Difficult Calls
Trainers: Bonnie Tracy
Date/Time: May 19, 2015 9:00am - 12:00pm
Hours: .3 CEU's

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: Bangor
Class ID: C627 (Reference id: 622590)
Maximum attendance:20
Current class status:

*Enrolled Students

IDStudentAgencyService Code
628426 Estes, Diane EIM 25 Adults (Cognitive and Physical Disabilities)
628572 Cole, Terri Independence Advocates of Maine 25 Adults (Cognitive and Physical Disabilities)
631490 Smith, Megan E OHI 25 Adults (Cognitive and Physical Disabilities)
631903 Joy, Athanasia K OADS 5 Adult Protective Services
635392 Hall, Heather OCFS 7 Child Welfare
638590 Robbins, Jennifer KidsPeace 22 Children (Child Welfare-Child and Family Services)

*Waitlist Students

IDStudentAgencyService Code

(You will be contacted if an opening is available)

*Cancelled Students

IDStudentAgencyService Code