ico-spritesDuration: 1 Day 

 price tagPrice: $199.95  $179.95

[icon name="group"  align="left" size="17"] Audience: Call center customer service agents and support staff who deal with angry callers on a regular basis.

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Handle Angry, Difficult & Irate Callers  
(For Trainers & Call Center Managers)

 Teach agents how to diffuse angry callers professionally

 How to handle irate & shouting callers more confidently

 How to turn a high emotionally charged call into a more calm logical conversation

Deliver engaging, effective and fun training for call center agents easily with this instant download complete training package.




Exercise sheets

Exercise sheets

Trainer's Guide

Trainer's Guide



Job aids and useful forms

Job aids and useful forms

Follow the well-structured format & Deliver a powerful training
Enliven your training with numerous activities to tackle fundamental key points
Logically structured standalone modules
Take charge of developing your agents
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
Easily customize & tailor further to match your specific training objectives


It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process, agents will be able to calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally.  Agents will be able to diffuse the angry caller's strong emotions, bring the focus back to the issue and concentrate on working together collaboratively to resolve his/her problem. Handling angry  difficult callers

  Course objectives:

By the end of this training course participants will be able to:

[icon name="pencil" size="15" color="#6bab13" ] Understand and follow a 3 step process for handling angry callers.

[icon name="pencil" size="15" color="#6bab13" ] Discover the importance of fixing the caller first before fixing the problem.

[icon name="pencil" size="15" color="#6bab13" ] Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.

[icon name="pencil" size="15" color="#6bab13" ] Explore the value of being resilient and having ownership of callers issues and problems.

Outline of topics:

Introduction: Angry callers and their expectations

bullet Introduction
bullet Callers and their expectations
bullet The service recovery paradox
bullet A complaint is a gift

Step1: Fix the caller before the problem

bullet Fixing the caller first
bullet Listen and reassure the caller
bullet Acknowledge the caller's anger
bullet Move the angry caller to the logical side of the brain

Step 2: Take Ownership of the angry caller's problem

bullet Showing ownership versus finger pointing and scapegoating
bullet Language that engages callers
bullet Avoid callers hot buttons
bullet Use winning words and phrases

Step 3: Deliver +1

bullet Apologizing and coming up with a balanced solution to the caller's problem
bullet Deliver +1
bullet Post call follow-up and the importance of having resiliency
bullet Coping with a highly stressful customer service role.


 Competitive review game - An Exciting review challenge (Power Point Game) to end your training on a high note!

The Fully Customizable Training package includes:

Fully scripted Trainer Guide:

[icon name="pencil" size="15" color="#6bab13" ] Group exploration and facilitator-led discussions

[icon name="pencil" size="15" color="#6bab13" ] Best practice theory exploration

[icon name="pencil" size="15" color="#6bab13" ] Practice exercises

Participant Reference Workbook

PowerPoint Slide Presentation

Bonus Materials:


Buy now..! download instantly and get an additional bonus:
  22 games and activities you can use to enrich your trainings.
   Customers from hell additional handout and slides.
  Useful training forms (Evaluation forms, certificates).
  All you need to run a great training program.

Training material samples


For random slide samples, Click thumbnails below for larger images.


For random workbook samples, Click thumbnails below for larger images.


For random trainer guide samples, Click thumbnails below for larger images.

Plus a great bonus!

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.

The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.


What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format:

[icon name="pencil" size="15" color="#6bab13" ] Trainer Guide (36 Pages).
[icon name="pencil" size="15" color="#6bab13" ] Student workbook (39 Pages).
[icon name="pencil" size="15" color="#6bab13" ] Slide deck (33 slides).
[icon name="pencil" size="15" color="#6bab13" ]Customers from hell additional handout and slides.
[icon name="pencil" size="15" color="#6bab13" ] Bonus activities ( 22 activities ).
[icon name="pencil" size="15" color="#6bab13" ] Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
[icon name="pencil" size="15" color="#6bab13" ] Review game.


Get it all now!

price tagPrice: $199.95  $179.95Great value courseware and training materials

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4 Complete courseware packages
 Call center agent training customer care2

     In ONE

Get the full Call Center excellence series and receive all Three courses Handling angry and difficult callers + Find a way to say yes! + Call Control  + Successful telephone dept collection for one low price of $449.95

Buy Now, Download Instantly, Get A Bonus
22 games and activities you can use to enrich your trainings.
Useful training forms (Evaluation forms, certificates).
All you need to run a great training program.
A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a Competitive challenge designed to be the grand finale of your training program.
Competitive Review Game

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.

The competitive Power Point game is fully customizable, just change the

questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.

Why Buy

Our Training Packages

Great value for a small investment

Great value for a small investment

Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program.

100% customizable

100% customizable

You can easily customize, personalize and tailor each training course material package to match your training objectives and the training needs of your audience. You even have full rights to brand it with your own brand name. (We only do NOT allow re-sale of our training course material packages)

Standalone modules can easily be added to enliven your training material

Standalone modules can easily be added to enliven your training material

Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition or incorporation into your own existing course materials

Get new ideas for activities, exercises and games

Get new ideas for activities, exercises and games

Each of our training course material packages includes a plethora of self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven your existing course materials.

Fun, competitive review game to end on a high note

Fun, competitive review game to end on a high note

An exciting and competitive review game (In Power Point) to easily review the content, enhance retention and ensure your participants stay engaged till the very end. (The Power Point game is fully customizable and can be used to create similar review games for other training materials and courses).

Download and get it immediately

Download and get it immediately

All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.

Deliver Fun, Effective and Professional

Trainings Easily

Even if you are delivering training for the first time, our training materials will guide you step by step. Our materials have an easy to follow format and instructions that explains all key points, models, and concepts. We also provide directions for all activities/exercises and debriefing instructions about which key points to stress in each activity/exercise. As a manager, it will be easy for you to take charge of developing your team and deliver the training program yourself or through a professional trainer.

Our tabular formatted Trainer's Guide makes delivery easy. We provide clear directions and suggestions on what to do and what to say with each slide. We also provide a high impact PowerPoint slide deck and a comprehensive Reference Workbook for participants. Trainers who used our courseware and training materials were able to provide accelerated learning solutions that engaged all types of learners. Read some of our testimonials.

We provide niche courseware packages and training materials that are highly effective and interactive. For example, we have courses specific to the retail industry such as retail selling skills and retail sales forecasting and planning and call center specific training like controlling calls, handling angry callers and telephone debt collection. Unlike many other internet sites who have hundreds of ineffective canned packaged courses, our targeted soft skills topics have been very carefully developed targeting specific skills and attitudes using innovative training models and hands-on activities. Most of our training materials and courseware packages have been tried and tested and successfully delivered to professionals from senior managers to frontline employees




Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.

Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.

Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.

Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.

Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!

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Adam Smith


People Managers

As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.

Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.

Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.

Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.

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To find out more about our course material packages , please take a few minutes to read our frequently asked questions or take a look at our testimonials page and read what trainers, consultants, leaders and business professionals who used our training materials said.