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Helping Customers Who Need Additional Support

Identify a customer who needs additional support (face to face, in writing and over the phone/computer)
Learn to develop strategies for taking care of yourself after providing a customer with additional support
Identify when a customer needs to be referred to another agency and provide appropriate signposting
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.