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Support Staff


Call Handling for Supervisors

Support call handlers to give the best service to their customers using a variety of techniques. You’ll learn how to listen effectively to calls, give feedback, coach in the moment and make recommendations for development. Case study Careline Support – part of Churchill Retirement Living’s

Complaint Handling

Handling queries and complaints or upset or angry clients and family members can be a challenge. Explore steps for doing this effectively, taking a solution-focussed approach and opportunities to take learning from experiences.

Providing Intelligence and Insight

It’s not enough to share numbers and figures. Through practical examples find ways of translating data into intelligence and providing insightful commentary.

Putting yourself in the customer’s shoes

Providing the right care means really understanding what a client wants and needs. Practical exploration of empathy mapping, questioning and listening and a step-by-step process for summarising, clarifying and matching needs.

Reporting and Monitoring with Data

Many platforms and technology offer opportunities for monitoring individual or team effectiveness against specific measures. Consider the opportunities for the data you have to provide insight to inform decisions and strategies.