Customers get distressed and emotional for a variety of reasons but how you respond can make a difference to how that customer feels. This three hour workshop will assist you on how to handle distressed and emotional customers and how to handle those conversations sensitively.
Dealing with a distressed or emotional person on the phone can be difficult, especially as you cannot read their body language or assess their environment. This workshop is designed for those who would like to enhance their skills in dealing with distressed callers and handling calls sensitively.
The workshop covers key concepts of crisis counselling for non-counsellors and provides a clear model for participants to follow, and from which to practise specific skills.
You may also be interested in:
177 Crisis Intervention - Responding to Challenging Behaviours
192 The Mental Wealth Series
Who Will Benefit
First point of contact people such as receptionists, front-counter personnel, telephone operators and others who communicate with their customers and clients by phone. Also managers and supervisors who the customer or client may be referred to for a resolution.