Trauma Informed Responses
Trauma informed customer service training for teams who need to respond safely and sensitively when trauma may affect a customer’s behaviour, trust or ability to engage.
Course overview
Half-day
In-person or virtual
Max. 16 delegates
£1,600 + VAT
Trauma can shape how a customer hears information, reacts to questions or manages contact with an organisation. What looks like anger, avoidance or confusion may be linked to previous experiences of harm.
This course gives delegates a practical understanding of trauma and what it means for customer conversations. It explains the core trauma informed principles – safety, trust, choice, collaboration and empowerment – and shows how these can be applied without turning staff into therapists.
In regulated settings, trauma informed responses can help reduce the risk of avoidable distress, repeated disclosures and poor outcomes. Delegates learn how to use calm language, offer choice, signpost appropriately and look after themselves after heavy conversations.
Who is this course for?
- Customer-facing colleagues
- Claims handlers
- Complaints handlers
- Vulnerability Champions and vulnerability leads
- Customer service team leaders and managers
- HR, L&D and well-being teams
- Compliance, quality assurance and customer experience teams
Course Reviews
What this course covers
- What trauma is and how it can affect people differently
- How trauma may show up in customer behaviour, communication and decision-making
- The core principles of trauma informed practice
- How to create a safer conversation through language, pace and choice
- How to avoid responses that may increase distress or cause the customer to disengage
- How to offer support and signpost without taking on a counselling role
- How to apply trauma informed thinking to everyday work practices
- Self-care, vicarious trauma and the importance of support after difficult interactions
How this training benefits your organisation
- Helps staff respond to distressed or mistrustful customers with more confidence and care
- Reduces the risk of language, processes or repeated questioning adding to customer harm
- Supports Consumer Duty by helping teams adapt support to the needs of customers in vulnerable circumstances
- Improves consistency in complaints, claims and service conversations where trauma may be a factor
- Protects staff by addressing vicarious trauma, well-being and the need for support
- Gives organisations a practical way to bring trauma informed training into customer service practice
Some of the organisations we support.
Enquire about this course.
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