Explaining care and options to those you provide care for can be difficult. Practice confidently and clearly communicating, handling a client’s and concerns.
For experienced call handlers this is an opportunity to refresh their skills, take a step back from their work and consider opportunities for improvement. It’s also a chance for peer sharing about things that work in your organisation and embed a consistent approach across the team.
For those new to call handling or to the organisation, having a consistent approach to taking calls is important. Going beyond that, this lays the foundations for understanding the practical and emotional needs of callers and how to manage them safely and effectively.
When your client has multiple needs or there are a lot of different technologies on the market, how do you make a choice about what to recommend? Exploration of customer needs and how to map these across to technologies, when to have too many and how to make sure you use what they have in place
Understand the roles and responsibilities of a responder, how to assess a situation and safely manage a scene.
Increasing confidence for assessors to be able to leverage the wider range of TEC solutions when they’re providing advice and referral options in their role.