Course Overview
Covid 19 is having a far-reaching impact on the personal finances and mental wellbeing of the most vulnerable in society. With around 900,000 fewer jobs and 8.9 million people potentially experiencing cuts to their income through furlough, more people are claiming benefits or getting into debt.
Along with recent budget cuts and welfare reforms, contact centre and customer service staff are having to deal with ever more challenging customer conversations - often involving angry, distressed and vulnerable callers who may be experiencing financial exclusion, family breakdown, homelessness and poor physical and mental health.
But even experienced customer service staff can find it difficult to stay detached and unaffected from ongoing emotionally charged or confrontational conversations.
This comprehensive training course has been designed to equip you and your staff with the skills and approaches to deal effectively with customer queries, while avoiding becoming personally affected by them.
The training is delivered by our expert trainer, who will take you through a ground-up approach. First, you will look deeper into the types and stages of conflict, challenging scenarios and stress, and the effect these can have on you. Next, you will have the opportunity to cement your learning through a practical workshop session.
What will I learn?
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The stages of conflict
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Styles and techniques available to approach conflict
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How to deal with difficult situations
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How to look after your mental well being
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The route of stress and how it manifests
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Practical 'adaptive' tools and techniques
Who's it for?
This Dealing with Challenging Customer Conversations training is designed for anyone who faces emotionally challenging conversations. It is especially relevant for customer-facing staff, call operators and customer services staff from local authorities and social housing providers. No previous training or experience is required to join this course.
This is a one-day course, that can be delivered in two half-day sessions. It is popular for the sessions to be delivered around two weeks apart but they can be delivered on the same day. This reduces any service impact from too many staff being away from their positions at any one time.
How it's delivered:
Currently this course is bring delivered ‘live on-line’ with a trainer and can be accessed via a PC, Mac or Tablet. With live online, you can interact, ask questions and practice new skills – all without leaving your desk! Perfect for dispersed teams working from home.
Pricing:
Please get in touch for a quote as prices can vary depending on the number of delegates and courses required.The course is available to book as a closed course for your organisation.
What our customers are saying about this course:
Would you recommend this course to others?
100% - The course was very informative and helpful. I will use many of the aspects discussed moving forward to help me when challenging situations arise.
Delegate, Yorkshire Housing
Yes - The subject matter applies to everyone. The trainers delivery was fantastic and I feel so much better for taking the course.
Delegate, Yorkshire Housing
Still need convincing?
Read the two case studies below.