Customer Care Support

Supporting your team, who support your customers.

In our experience, we believe a holistic approach to supporting your team is not only beneficial to your customers but more importantly for your team to feel equipped to thrive at work.

With that in mind, we recommend a three staged approach outlined below. We are flexible in our approach, so please have a chat to us. We would love to work with you, to ensure the best outcome for your team and your business.

Step one

Organisational process review

We are able to undertake a review of your current processes to ensure that you are doing what you can to support your customer care teams.

We look at any policies that you have, escalation processes, IT systems and form an understanding of where customer frustrations are stemming from. From there, we will provide a comprehensive report for areas of improvement as well as areas that are great.

Step two

Building personal resilience

In this training we will cover emotional regulation by touching on the concept of triggers and response, stress management, self care practices, your company support programme, mindfulness and relaxation techniques, self reflection and awareness. Lastly we cover the power of positive thinking, honouring who one is and the value of gratitude.The aim of the training is to support your team members to understand who they are and what their own personal needs are to thrive in a customer care environment.

Step three

Managing complex calls

With over 25 years of combined experience supporting a major telecommunications call center and providing telephone counseling for a renowned support resource, we are well-equipped to train your teams in effectively handling complex calls.We offer a half day training course (either face-to-face or via teams) that covers abusive, aggressive, lonely/regular, complex and high risk calls.