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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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Mastering the Irate Caller
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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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A must for anyone that wants to achieve.
- By Patrick on 01-08-14
By: Bob Maurer, and others
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Finding the Space to Lead
- A Practical Guide to Mindful Leadership
- By: Janice Marturano
- Narrated by: Janice Marturano
- Length: 8 hrs and 1 min
- Unabridged
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Overall4.5 out of 5 stars 39
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Performance4.5 out of 5 stars 33
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Story4.5 out of 5 stars 33
We already know from scientific research that mindfulness practices enhance mental health and improve clarity and focus. Finding the Space to Lead shows how this training has specific value for leaders. This is not a new leadership system to add to the burden of already overworked people. It brings the concepts of mindfulness into the everyday life of anyone in a leadership role, through specific exercises that address practical issues.
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5 out of 5 stars
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Meant for those wanting to be "good" leaders
- By Patrick on 02-03-17
By: Janice Marturano
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The Power of Presence
- Unlock Your Potential to Influence and Engage Others
- By: Kristi Hedges
- Narrated by: Karen Saltus
- Length: 7 hrs
- Unabridged
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Overall4 out of 5 stars 78
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Performance4 out of 5 stars 66
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Story4 out of 5 stars 66
Everyone recognizes leaders with "presence." They stand out for their seemingly innate ability to command attention and inspire commitment. But what is this secret quality they exude, exactly? Executive and CEO coach Kristi Hedges demystifies this elusive trait, revealing that leadership presence is the intersection of outward influencing skills and internal mental conditioning. Using her I-Presence model, the author shows how anyone-regardless of position or personality-can strengthen their impact.
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4 out of 5 stars
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Useful Information, Robotic Presentation
- By Jennifer L. Sullivan on 04-22-15
By: Kristi Hedges
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Magic Words
- The Science and Secrets Behind Seven Words That Motivate, Engage, and Influence
- By: Tim David
- Narrated by: Walter Dixon
- Length: 3 hrs and 26 mins
- Unabridged
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Overall4.5 out of 5 stars 330
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Performance4.5 out of 5 stars 272
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Story4.5 out of 5 stars 272
Years of experience as a magician taught Tim David that real magic is all about words, and the way they influence the minds of the audience. What sets a professional magician apart from an amateur are people skills like communication, influence, and engagement - skills that are also effective in the workplace. By applying seven "magic" words in a business setting, David offers tools for effective and persuasive communication.
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3 out of 5 stars
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Very essential
- By Gerardo A Dada on 01-21-16
By: Tim David
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Sales EQ
- How Ultra High Performers Leverage Sales-Specific Emotional Intelligence to Close the Complex Deal
- By: Jeb Blount
- Narrated by: Jeb Blount
- Length: 9 hrs and 2 mins
- Unabridged
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Overall5 out of 5 stars 1,789
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Performance5 out of 5 stars 1,546
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Story4.5 out of 5 stars 1,534
The sales profession is in the midst of a perfect storm. Buyers have more power - more information, more at stake, and more control over the sales process - than any time in history. Technology is bringing disruptive change at an ever-increasing pace, creating fear and uncertainty that leaves buyers clinging to the status quo.
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5 out of 5 stars
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Effective Approach to EQ Sales Mastery
- By Joe on 07-20-17
By: Jeb Blount
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What Do You Really Want for Your Children?
- By: Dr. Wayne W. Dyer
- Narrated by: Dr. Wayne W. Dyer
- Length: 4 hrs and 12 mins
- Unabridged
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Overall5 out of 5 stars 335
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Performance5 out of 5 stars 285
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Story5 out of 5 stars 282
Questioning thousands of parents and educators, Dr. Wayne Dyer learned firsthand what people really want for their children. They don't particularly want their kids to go to fancy schools, acquire riches, or live "the good life". They do want them to have personal integrity and high self-esteem, and to grow up with love and peace in their hearts. Children raised the Wayne Dyer way feel useful and needed. They are inner- rather than outer-directed. They live a stress-free life naturally, without resorting to drugs.
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5 out of 5 stars
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Deaply helpful
- By Dominique on 04-28-15
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Stand Up for Your Life
- By: Cheryl Richardson
- Narrated by: Cheryl Richardson
- Length: 1 hr and 11 mins
- Unabridged
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Overall4.5 out of 5 stars 55
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Performance5 out of 5 stars 36
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Story5 out of 5 stars 35
On this inspirational, informative, and highly entertaining program, Cheryl teaches you that there are several steps that will lead you to a life of meaning and purpose. When you take these steps, you'll find that a Divine power opens the exact doors you need to step into the light!
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5 out of 5 stars
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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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Overall4.5 out of 5 stars 42
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Performance4.5 out of 5 stars 38
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Story4.5 out of 5 stars 36
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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5 out of 5 stars
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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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Overall5 out of 5 stars 58
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Performance5 out of 5 stars 56
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Story4.5 out of 5 stars 55
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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5 out of 5 stars
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Great insight! Be Real With Yourself & Others.
- By Mervin Brown on 02-14-19
By: Mike Robbins
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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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- 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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