Customer interactions are becoming more and more challenging for a variety of reasons; whether it’s due to customer vulnerability, anger and frustration, stress or mental health issues. Dealing with this behaviour is taking its toll on front line customer service teams, so what are we doing about it and how can we best respond to not only care for the customer but importantly, care for our colleagues?
In this session we’ll be discussing:
- What support can be offered when colleagues are faced with conflict?
- What techniques and tactics are proving effective?
- Are abusive customers ‘flagged’ on systems? What challenges does this bring?
- Is there a link between abusive and vulnerable customers? Do advisors proactively try to understand a potential link?
Please follow the link above to register your attendance.
We look forward to seeing you for an interactive and informative discussion.