Customer Care Support
Supporting your team, so they can support your customers
Your team is at the heart of your business. When they feel valued, equipped, and supported, they’re empowered to deliver their best, for your customers and for your organisation.
We take a holistic approach to workplace wellbeing and performance, helping your team thrive so your business can too. Our flexible, three-step process is designed to meet your unique needs.
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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.