Certified in Handling Angry and Difficult Callers


If the customer gets louder, speak slowly, in a low tone. Your calm demeanor can carry over to them and help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer’s tone or volume, their anger will generally dissipate. Respond as if all your customers are watching.

What Will I Learn?

  • Understand and follow a 3 step process for handling angry callers.
  • Discover the importance of fixing the caller first before fixing the problem.
  • Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.
  • • Explore the value of being resilient and having ownership of caller’s issues and problems.

Topics for this course

8 Lessons

Module 1

Angry callers and their expectations
Fix the caller before the problem

Module 2

Module 3


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  • The following documents required for admission.
  • Educational documents
  • CNIC/Passport Copy
  • Passport Size Picture
  • Experience letter in relevant field

Target Audience

  • Relevant qualification