Customer Care Training

Popular Workshops

  • List below

““The team outcomes have improved since learning skills and strategies to manage distressed customers and crises””
— Matt Young, Owner

Features

  • Customised to meet your organisations learning objectives, time and budget

  • Intractive and applied to your work environment

  • Online or Onsite workshops

  • Employees leave with practical actionable skills and resources

Accidental Counselling

Managing Exposure to Trauma

Trauma Informed Customer Care

Responding to Emotional Customers

A man in a call center wearing a headset, working at a computer, with colleagues sitting in the background.

Accidental Counselling Skills

This interactive workshop is designed for employees who find themselves in unexpected counselling roles. Perfect for customer service, aged care, disability services, education, and health professionals, the session equips participants with practical strategies and skills to support clients, customers or colleagues in distress.

  • Workshop focuses on providing practical, hands-on tools and techniques to confidently manage and support clients or colleagues in distress. By the end of the training, your people will:

    1. Understand Key Counselling Principles: Grasp the fundamentals of effective counselling, including active listening, empathy, and support strategies. Recognise common scenarios where accidental counselling occurs and learn how to address them appropriately.

    2. Develop Practical Skills: Engage in interactive activities and role plays to practice managing distressing situations relevant to your specific role. Enhance communication skills to better connect with and support individuals in need.

    3. Apply Self-Reflection: Reflect on their own strengths and areas for improvement in handling counselling situations. Create a personal action plan to apply the workshop's teachings in daily interactions.

    4. Utilise a Toolbox of Resources:Gain access to practical strategies, handouts, and additional resources to support ongoing development

    FEATURES

    • Customised to suit your organisations learning objectives, preferred duration and budget

    • Psychologist Facilitators

    • Suitable for: employees in customer service, aged care, disability services, education, and healthcare or any employees needing skills to support clients, customers or colleagues in distress.

Group of people collaborating around a laptop

Managing Exposure to Trauma

This training is designed to equip teams with effective strategies for responding to and managing customer emotions and turning challenging interactions into positive outcomes. The training provides employees with tools and insights needed to respond to emotional customers effectively while ensuring they take care of themselves leading to improved customer satisfaction and a healthier, more balanced approach to customer service.

    1. Understand Customer Emotions: Learn to recognize and understand various emotional states that customers may exhibit and their impact on interactions.

    2. Develop Empathetic Responses: Acquire techniques for expressing empathy and validating customer feelings to build rapport and trust.

    3. Manage Emotional Interactions: Discover strategies for staying calm and composed while addressing emotional customer concerns and preventing escalation.

    4. Use Active Listening Skills: Enhance your ability to listen actively and attentively, ensuring that customers feel heard and understood.

    5. Resolve Issues Effectively: Learn how to address and resolve customer problems in a way that acknowledges their emotions and meets their needs.

    6. Implement Conflict Resolution Techniques: Gain skills for de-escalating tense situations and finding solutions that satisfy both the customer and your organization.

    7. Build Stronger Relationships: Explore methods for turning emotional interactions into opportunities for strengthening customer loyalty and trust.

    8. Practice Self-Care: Understand the importance of self-care and develop strategies to manage stress and maintain your own well-being while handling emotional interactions.

    9. Reflect and Improve: Develop practices for reflecting on emotional customer interactions and self-care to continuously improve your approach and enhance overall customer service.

    FEATURES

    • Customised Customised to meet your organisations learning objectives, preferred duration and budget

    • Online or Onsite

    • Psychologist Facilitators

    • By the end of this workshop, your team will be able to continue providing exceptional care while safeguarding their own well-being and professional longevity.

    • Suitable for : Insurance, Legal, Councils, Customer Care, call Centres, Finance.

“Thank you for the excellent sessions. The feedback has been overwhelmingly and consistently positive”.

Jessica Platts, Human Resources Director, Opera Australia

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Trauma Informed Customer Care

In today's world, where trauma impacts many individuals across various aspects of their lives, it's essential for customer service professionals to be equipped with knowledge and skills to create a supportive and respectful experience for customers and to better care for their own mental health.

    1. Understand Trauma and Its Impact:

      • Define what trauma is and explore its various forms (e.g., acute, chronic, complex).

      • Recognise the short-term and long-term effects of trauma on individuals' behavior and mental health.

    2. Identify Trauma-Informed Principles:

      • Learn about the core principles of trauma-informed care.

      • Understand how these principles can be applied in customer service settings.

    3. Recognise Trauma Responses in Customers:

      • Identify signs of trauma and how they might manifest during customer interactions.

      • Develop strategies to respond empathetically and effectively to customers exhibiting trauma responses.

    4. Develop Effective Communication and De-escalation Skills:

      • Practice communication techniques that foster safety, respect, and support.

      • Learn how to de-escalate tense situations and handle difficult conversations with sensitivity.

    5. Implement Trauma-Informed Practices :

      • Create actionable strategies for integrating trauma-informed care into daily customer interactions.

      • Identify ways to enhance organisational policies and practices to support a trauma-informed approach.

    6. Promote Self-Care and Resilience:

      • Explore techniques for maintaining own well-being while dealing with potentially challenging interactions.

      • Understand the importance of self-care and resilience-building in preventing burnout and maintaining effectiveness in a trauma-informed role.

    FEATURES

    • Customised to meet your organisations learning objectives, preferred duration and budget

    • Psychologist Facilitators

    • Free Resources

Group of four people collaborating around a laptop

Managing Vicarious Trauma and Compassion Fatigue

Teams that engage with individuals experiencing trauma or distress, are at risk of experiencing vicarious trauma and compassion fatigue. These challenges can impact not only wellbeing but also the quality of care they provide. In this training, we we delve into the nature of vicarious trauma and compassion fatigue, explore their signs and symptoms, and develop practical strategies for self-care and professional resilience.

    1. Define Vicarious Trauma and Compassion Fatigue:

      • Understand what vicarious trauma and compassion fatigue are, including their causes and how they differ from one another. Recognise the signs and symptoms of both conditions in yourself and your colleagues.

    2. Explore the Impact

      • Examine how vicarious trauma and compassion fatigue affect mental, emotional, and physical health.

    3. Develop Coping Strategies:

      • Learn practical techniques for managing and reducing the impact of vicarious trauma and compassion fatigue. Explore strategies for maintaining a healthy work-life balance and setting boundaries.

    4. Implement Self-Care Practices:

      • Understand the importance of regular self-care and its role in preventing burnout and enhancing resilience.

    5. Resources:

      • Learn about available resources, including counseling, supervision, and peer support, to assist in managing vicarious trauma and compassion fatigue.

    FEATURES

    • Customised Customised to meet your organisations learning objectives, preferred duration and budget

    • Online or Onsite

    • Psychologist Facilitators

    • By the end of this workshop, your team will be able to continue providing exceptional care while safeguarding their own well-being and professional longevity.

    • Suitable for : Frontline Workers, Healthcare, Veterinary Teams, Customer Care, NDIS and Aged Care