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Mastering the Irate Caller
- The Book Every Call Center Must Have
- Narrated by: Ron Ganger
- Length: 1 hr and 38 mins
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Publisher's summary
In his book, Mastering the Irate Caller, Joshua Martin presents a proven formula for how to turn the angriest customer around, and most importantly, how to stay sane on the job.
After unexpectedly landing a job at a call center, he quickly discovered that all of the angry insults that customers berated him with started to impact his mental health. First, he would replay difficult conversations in his head, long after he had clocked out of work. Then, he became so emotionally exhausted that he began having meltdowns in his car. His colleagues were no different. He saw coworkers having anxiety attacks, quitting on the spot after a call went bad, and even drinking on the job.
Joshua knew he would either need a new career or a new perspective. After months of research, he developed a formula to calm down the angriest caller while staying calm and centered. At first, he applied his formula to his own calls only. As he moved into management positions, he began training his staff to de-escalate conflict using the same tools. The results were transformative.
This book is the product of his research - a culmination of tips, strategies, and almost two decades of experience in the call center field. It requires a paradigm shift - from being the victim of angry, threatening callers, to gaining the necessary tools and insights to stay calm and centered amidst chaos without taking others’ actions personally.
Mastering the Irate Caller is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field. It is a must-listen for agents and leaders alike. Instead of bringing the stress of work home to their families, his listeners just might bring home some of his tools instead.
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Really Good!
- By Annette on 05-13-16
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21 Days to Resilience
- How to Transcend the Daily Grind, Deal with the Tough Stuff, and Discover Your Strongest Self
- By: Zelana Montminy
- Narrated by: Heather Henderson
- Length: 4 hrs and 12 mins
- Unabridged
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In 21 Days to Resilience, Dr. Zelana Montminy gives you a practical, concrete toolkit to develop your capacity to recover quickly. Each day of her powerful program, Dr. Montmimy introduces a key concept necessary to improve resiliency and enhance well-being - such as courage, focus, positivity, self-care, and social support - then provides three quick skills to accomplish. Throughout the book she teaches you lifelong skills you can continue to practice and return to as needed to keep your resiliency muscles strong.
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Helpful insight
- By Schase on 07-08-18
By: Zelana Montminy
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Bring Your Whole Self to Work
- How Vulnerability Unlocks Creativity, Connection, and Performance
- By: Mike Robbins
- Narrated by: Mike Robbins
- Length: 5 hrs and 34 mins
- Unabridged
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In today’s work environment, the lines between our professional and personal lives are blurred more than ever before. Whatever is happening to us outside of our workplace - whether stressful, painful, or joyful - follows us into work as well. We may think we have to keep these realities under wraps and act as if we “have it all together”. But as Mike Robbins explains, we can work better, lead better, and be more engaged and fulfilled if - instead of trying to hide who we are- we show up fully and authentically.
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Great insight! Be Real With Yourself & Others.
- By Mervin Brown on 02-14-19
By: Mike Robbins
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The Compassionate Achiever
- How Helping Others Fuels Success
- By: Christopher L. Kukk
- Narrated by: Rick Adamson
- Length: 8 hrs and 15 mins
- Unabridged
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For decades we've been told the key to prosperity is to look out for number one. But recent science shows that to achieve durable success, we need to be more than just achievers; we need to be compassionate achievers. New research in biology, neuroscience, and economics has found that compassion - recognizing a problem or caring about another's pain and making a commitment to help - not only improves others' lives; it can transform our own.
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Me me me
- By Someone or not? on 04-04-20
What listeners say about Mastering the Irate Caller
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Kindle Customer
- 06-26-24
Simply Fantastic!
These techniques will make your job easier! My issue is really not the customers it's the unrealistic metrics and micromanaging that no other line of work deals with.Maybe we should have a video cam on management and monitor them and measure proficiency and bring them in a room and pick out when they are far from perfect! The job really doesn't suck it's the way employers treat employees that needs improvement. don't be cheap and give proper training. Rant done, this audiobook is amazing buy it!
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