Home Foundations of public administration Customer Helping Customers Who Need Additional Support
Helping Customers Who Need Additional Support
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Identify a customer who needs additional support (face to face, in writing and over the phone/computer)
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Learn to develop strategies for taking care of yourself after providing a customer with additional support
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Identify when a customer needs to be referred to another agency and provide appropriate signposting
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Demonstrate empathy and compassion in conversation with customers who need additional support
Overview
Cross Civil Service
This course explores the types of customers you may encounter who need additional support and the skills you’ll need to deal with them. You’ll learn about the reasonable adjustments you might be expected to make to deliver an excellent customer experience. You’ll be introduced to techniques for ascertaining customers’ individual difficulties and the specific assistance they might need from you. You’ll also be shown a six-step process for responding to customers who suggest suicide or self-harm.
Working with customers who need additional support can become an overwhelming experience. The course provides strategies for self-care to help reduce your stress and maintain your emotional health.
Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.
If you want to take a self-paced course, please refer to the digital version.
Delivery method
Face to face
Virtual
Digital
Course duration
4.5 hours