Open Virtual – Handling Vulnerable Callers Course

Working in customer/client facing roles can be extremely rewarding – helping customers/clients to get the information, services or help they need can result in a great feeling of job satisfaction! But inevitably at some point, you will be faced with a call which is difficult, challenging and maybe distressing.  Knowing how to handle those tricky conversations is essential. This not only alleviates stress which you may experience during the call, but also safeguards your business’s reputation, minimises the risk of negative reviews or complaints and upholds customer loyalty and retention.

Key Learning Points

How to identify a Vulnerable Caller
Stages of Conversation
Facts, thoughts and future
Trauma informed principles
Active listening
Dealing with angry or aggressive people
Dealing with upset or distressed callers
Suicide callers
Traumatic stress management
Self care and resilience
Self-awareness and problem thinking