Is It Good Practice to Signpost Customers to External Support Services?

You are not a trained counsellor, and there is a limitation on what you can provide within your organisation. Part of the process is to offer customers the contact details of a support organisation. Is this good practice or are you passing the buck?

In this 1-hour training session, we will share our insights on the importance of signposting customers to external support agencies, together with how and when to do this in conversations so that the customer doesn’t feel fobbed off.

We will cover:

• Understanding internal support services and options before signposting
• Understand what signposting is and the benefits
• Know boundaries and recognise the value of specialist services that can support customers.
• How and when to signpost in conversations
• Getting to know the organisations you’re signposting to
• Benefits of collaboration with external organisations.