Case Study: Adur and Worthing Council


Adur and Worthing Council

“Help us handle challenging customer conversations”.

Adur and Worthing Council contact centre takes up to 1000 calls per day. Inevitably, some of these calls come from angry or distressed callers. The Council noticed a rise in the number of people who were articulating severe anxiety and depression – often from people in housing crisis or owing the Council money. This was placing a burden on staff who were trying to offer help, while maintain professional boundaries and resilience.

So, the Council enrolled their team onto escalla’s Dealing with Challenging Customer Conversations training course – specifically designed to help teams effectively handle aggressive and vulnerable customers. Through practical adaptive tools and techniques, they looked at how to approach conflict, deal with difficult situations, reduce stress and look after themselves and their callers.

Since the training, Adur and Worthing Council contact centre management have noticed a shift in how their staff interact with customers. They’ve become more assertive, displaying empathy, but without ‘taking on’ the customers' problems.

“I got comments from almost all the team to say it was the best training they'd ever had - because the trainer made them feel safe to share difficulties and suggested practical ways to tackle them.”


Caroline Squires

Service Manager at Adur and Worthing Councils