Resilience & Well-being for Customer Service Teams

Watch: What to Expect from This Course.
Course Summary.

With a greater focus on vulnerability, frontline teams are increasingly facing difficult and emotive customer disclosures and conversations.

These can and do impact the call handler’s well-being and their ability to remain calm and respond with empathy in every interaction.

This half-day training course emphasises the importance of resilience. We explore ways of identifying when resilience levels are dropping and how to regain control. We also look at the importance of self-care in building resilience, providing practical tips to enhance delegates’ well-being.

In this interactive session, delegates will take part in discussions and activities, which result in them preparing a personal toolkit to protect their resilience and well-being.

prices from £1,400 + VAT (max 16 delegates)

Who should attend?
  • Customer facing staff
  • Claims handlers
  • Complaints handlers
  • Payment and arrears handlers
  • Vulnerability Champions and leads
  • Customer Service Team Leaders
What you’ll learn.

1. Understanding Resilience

  • Definition and types of resilience
  • The importance of resilience and its impacts
  • The benefits of building and maintaining resilience
  • The role of resilience in customer-facing roles

2. Building and Maintaining Resilience

  • Identifying the signs of low resilience
  • Wellbeing at work and inviting personal permission to disconnect out of hours
  • Prioritising personal wellbeing and boundaries
  • Developing and utilising support networks
  • ‘Supporting Myself’ Toolkit
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Benefits.

A growing number of frontline staff interactions involve conversations about financial hardship, serious health issues, mental health challenges and death.

As a result, they need tools to help them retain resilience. This training gives them the resources to:

  • Prioritise well-being, so they can work effectively and respond appropriately to customer disclosures
  • Recognise the signs that their resilience is dropping and take action to restore it
  • Provide consistent high standards of customer service throughout the day, despite the difficult nature of some interactions
  • Reduce the impact on their health, which may otherwise lead to absenteeism

Learning outcomes.

  • Understand resilience and the benefits of building personal and professional resilience
  • Know and apply effective tools and resources to support sensitive and high-pressure customer situations
  • Recognise signs of low resilience and its impacts
  • Understand the importance of maintaining personal and professional boundaries
  • Develop a toolkit of helpful and appropriate support strategies and resources
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Individual or smaller team?
If you’re unable to fill an in-house training course or your budget doesn’t stretch to our tailored sessions, our virtual open courses provides an affordable and flexible alternative.