Course Description
SUPPORTING CUSTOMERS IN CHALLENGING TIMES
This one-day course is designed in line with The Central Bank guidelines and is broken into three parts:
- Understand a customer in distress
- Know how to respond – tools and techniques
- Invest in yourself
The first section of the course looks at the importance of understanding a customer in distress.
Participants will have an opportunity, as a group, to share their knowledge and experience of working with customers in difficulty. We’ll look at the approaches they feel have worked well and what, if anything, they would change.The better they know and understand their customer, the greater the chance they will have of bringing movement to the situation.It is empowering to see that peers have similar challenges and some unique solutions.
In the second section we’ll look at how best to respond to these customers, examine different personality types, how they respond under duress and discuss a variety of tools and techniques that participants can use depending on the emotive situations that arise. Throughout the day we’ll be referring back to the examples that the participants shared and case studies.
In the final section we’ll look at the different ways participants can invest in themselves while ensuring that they feel supported. This course will build on the existing skills that they already have by equipping them with the necessary skills to handle emotive customer situations. The third and final section looks at balancing emotions/responses and developing mindfulness techniques to help the course participant to work in the present.
On completion of this course you will learn:
- How to reduce the psychological impact of the experience on you
- To prepare you for engagement with a customer in distress
- To enhance your understanding of what happens for an individual in a state of crisis
- To provide you with basic skills in order to support the customer in distress
- To increase the your confidence levels when dealing with an emotive customer
- To improve your sensitivity and awareness to the needs of the customer
- To develop and foster appropriate attitudes to the distressed customer
- To highlight current research on stress and distress and its’ impact on the individual
- To familiarise you with language that matches the emotive situation
- To provide a clear and concise mechanism for response to an ‘at risk customer’
- To effectively assess and refer on the individual to the appropriate body/agency for further support
- To develop the your understanding of their limits of engagement and responsibility
- To enhance your understanding and use of effective language
- To ensure that you have an understanding of the importance of self-care most appropriate methods of self-care unique to you
- To assist in reducing the level of vicarious trauma experienced by you as a result of exposure to a customer in distress
- To challenge thinking patterns that may have an impact on self-care and stress levels
Who should attend?
- Front - line call workers who regularly work in an advisory or supportive capacity to customers
- Members of the banking community who deal in customer relations
- Members of HR departments who are looking for exposure and information relating to customers in crisis
- Any employees who work in a customer advisory capacity
- Job centre staff who deal with enquiries
- Call centre staff who deal with enquiries
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Testimonials
The course made me realise we are all customers. Treat people like you want to be treated. Complaints big or small are all important.
AnonymousThe course made me realise we are all customers. Treat people like you want to be treated. Complaints big or small are all important. Excellent – the trainer got everyone on the course to interact thus everyone listened to other situations as well as their own.
This course was very useful to help us check our behaviour and also to incorporate new and innovative ideas on how to deal with customers who may be in distress.
AnonymousThis course was very useful to help us check our behaviour and also to incorporate new and innovative ideas on how to deal with customers who may be in distress. It is very relevant to my role, it assists with structuring meetings and remaining emotionally removed from dramatic situations.
My main aim was to improve how to identify my customer’s needs. My focus now is to communicate clearly and to be assertive and respond to clients...
AnonymousExcellent course. My main aim was to improve how to identify my customer’s needs. My focus now is to communicate clearly and to be assertive and respond to clients. I enjoyed the VAK and the 5 approaches to an assertive call.
Most impact for me? Respond rather than react. I’ve now learnt to deal with all aspects – complaints, enquiries etc. I will now be a lot more comfortable and in control on the phone.
AnonymousMost impact for me? Respond rather than react. I’ve now learnt to deal with all aspects – complaints, enquiries etc. I will now be a lot more comfortable and in control on the phone. I will be more interested and will listen more effectively.
Very worthwhile course – we were taken through the various telephone techniques and processes to ensure good communication with clients..we learnt how to.. resolve difficulties
AnonymousVery worthwhile course – we were taken through the various telephone techniques and processes to ensure good communication with clients. Dealing with difficult or aggressive clients – we learnt how to defuse and resolve difficulties.
This is an excellent course. I now realise how important it is to be more positive on the phone and to be more aware of the other person’s needs....
AnonymousThis is an excellent course. I now realise how important it is to be more positive on the phone and to be more aware of the other person’s needs. I particularly enjoyed dealing with difficult customers, learning to be more positive and to deal with all situations in a more professional way.
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