Our specialised phone line support training, which covers crisis management, is for professionals who want to develop their skills in how to deal with difficult calls. This includes dealing with aggressive customers and responding to callers who have difficulty communicating.
IS THIS TRAINING FOR ME?
It’s for anyone who’s dealing with difficult interactions in their job, including phone-based workers, including phone intake and response, reception staff, call centre and customer service workers, social workers and any professionals who are the first point of contact for service users and customers.
LEARNING OUTCOMES:
- What creates a challenging call
- How to respond to crisis
- How to develop rapport with clients
- Establishing boundaries and managing callers’ expectations
- Tips for working with angry, frustrated, distressed, discriminatory and repeat callers
- Wrapping up calls professionally
- Caring for yourself during and after a challenging call
DURATION AND DELIVERY:
Online: 3-hour interactive training session via ZOOM. Sessions capped at 25 participants.
WIRE offers the flexibility to deliver this training in a private session tailored to your organisation’s specific requirements.
For more information, please contact consultancyservices@wire.org.au.
