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

Participants will leave this training to deal with difficult calls equipped to:

Communicate more effectively to support respectful, safe, and ethical caller engagement

Respond calmly and compassionately to vulnerable callers and distressed customers

Use structured, evidence-based de-escalation techniques to navigate challenging conversations

Manage their own emotional state before, during, and after high-intensity calls

Set clear and healthy professional boundaries to prevent emotional fatigue

Implement resilience practices for call centre staff, reducing the risk of burnout and secondary trauma

Reflect on and improve their approach to handling disclosures and sensitive interactions