Handling Angry & Difficult Callers Series

Instructional Program (CIP)

Description

A.    Course Objective:  Learn to deal effectively with angry callers and resolve issues.
B.    Description:  Teaches participants a simple but powerful three-step process to calm an angry caller and regain control of the call. After regaining control, participants will learn how to diffuse the caller’s strong emotions and to refocus on collaboratively resolving the issue.
C.    Competencies to be achieved: 
    Use a three-step process for handling angry callers.
    Explain the importance of fixing the caller before fixing the problem.
    Explain the value of complaints and how the best caller experiences can come out of the worst service break downs.
    Be more resilient and take ownership of callers’ issues
D.    Total Cost of Program (include all costs to student including testing, licensure):
$225
E.    Provide a list of all books required for the program (even if cost of books is included in tuition):
Handbook is provided as part of the cost.
F.    Provide a list of all supplies required for the program (even if costs are included in tuition):
n/a
G.    WIOA Contact for Enrollment Status /Credential Verification: 
Name:   Mary Mendola
Email:  mmendola@mohave.edu
Phone number: 928-302-5332

H.    Direct Website link to the program: https://www.mohave.edu/about/corporate-education/

I.    Additional information: 
•    Background check requirements for licensing and background restrictions for working in the occupation:
n/a
•    Other requirements needed:

J.    Refund Policy (provide a summary if Refund policy is not listed on school website):
http://catalog.mohave.edu/content.php?catoid=62&navoid=19208#College_Policies_and_Procedures

K.    Credentials: (The following questions must be answered along with a supporting explanation for each)
•    Industry Recognized: (Developed and offered by, or endorsed by a nationally-recognized industry association or organization representing a sizeable portion of the industry sector)
Yes or No: Yes
Nationally Recognized Industry Association or Organization: Extensive surveys and focus groups with area employer in In-Demand Industry Sectors, including the Kingman and Mohave Manufacturing Association, the Northern Arizona Contractors Association and area Chambers of Commerce identified these trainings as an urgent need in Mohave County.

•    Stackable: (Part of a sequence of credentials)
Yes or No: Yes, the series build increasingly advanced skills.
Career Pathway:  Construction, Healthcare & Social Assistance, Manufacturing, Transportation & Warehousing, Leisure & Hospitality and Administration & Waste Services.

•    Portable: (Recognized in other geographical areas; by other educational institutions; or by other industries/companies)
 Yes or No (Explain):  Yes, these are recognized by other educational institutions.

•    Accredited Curriculum: (This is referring to the course being accredited, not the test or school)
Yes or No:  No
 Accrediting Agency and link to website:

L.    Credential Attainment Rate:  Percentage of students in the last 24 months who obtained a postsecondary credential, or secondary school diploma or its recognized equivalent, during participation or within one year after exit from the training program. 
New program so this data is not yet available.

Details

Cost Items

Demand Occupation(s)