the difficult customer in my home.
This virtual drama based workshop is designed to raise awareness of the current challenges faced by colleagues who are working from home and whose primary focus is interacting with customers online and on the phone.
LET'S TALK ABOUT THE DIFFICULT CUSTOMER IN MY HOME
Many of us are working from home now. However, if you have staff that are used to working in a contact centre, with the buzz, support and network around them, how will they be feeling managing difficult customer calls, isolated and at home, in their ‘safe space’?
This course is specially designed to provide support for those who now find themselves working at home and dealing with some challenging customers. Broken into bite-size sessions, we explore the impact on well-being and know when to reach out for support.
We look at how to create a more structured environment, separating the working day and our own time, while staying connected to our fellow contact centre colleagues.
why come on the course?
- Do you have staff normally based in a contact centre and now working from home for the first time?
- Do you want to address the feeling of isolation that the team might be feeling?
- Do you want to provide a virtual support environment for the team to replicate the prior experience of turning to colleague/calling team leader?
- If you have answered yes to any of the above questions, then this course is definitely for you and your organisation.
What is it?
An interactive virtual classroom workshop led by our expert facilitator. We’ll get to see first hand the impact of working from home versus a contact centre environment and how it might be making colleagues feel.
The course is completely interactive as we watch the journey of Karen and see how her day pans out.
What will I do on the day?
This course is delivered via our virtual classroom and broken into 4 x 45 min bite-size sessions.
We follow the journey of Karen who is a Customer Service Agent for Flyaway Insurance. Normally, Karen would be working in the Call Centre at Head Office, but like many of us, is now working at home.
There are days when Karen feels like she’s being bombarded by stressed, upset or even angry customers. With no colleagues around her to offload.
It’s beginning to take its toll on Karen’s mental wellbeing.
We will explore the impact, understand why it’s happening and identify strategies to support Karen (and therefore you) at all stages.
the difficult customer in my home.
embedding the learning.
This interactive, virtual classroom based session uses our actors in video based scenarios to give learners an opportunity to explore and understand how working from home and dealing with customers might be making people feel. We explore the journey of Karen who is used to working in a Contact Centre and is now working from home and see how she is coping.
Through expert facilitation, we provide practical steps that ensure the feeling of isolation is addressed and how we access the support we would normally have to hand.
We embed the learning but giving each learner the chance to discuss and explore different approaches.
the difficult customer in my home.
Learning Outcomes.
By the end of this course learners will be able to:
- Have better awareness of when you have been emotionally triggered during a more challenging customer interaction
- Describe the potential impact on yourself aswell as your family or friends
- Understand that it is ok to not be ok at the end of the call and acknowledge the need to offload
- Identify some of the practical steps you can take to keep yourself safe and maintain your mental wellbeing
- Develop a personal strategy for being able to separate their ‘working at home space’ and recreating their ‘safe space at home’ at the end of each working day.
- Identify and feel comfortable to access the support mechanisms, back at work, to offload difficult customers.
Some faq's about The Difficult Customer in my Home Training.
0.1 What is Theatre based learning?
Theatre Based Learning is the technique we use to bring learning to life by using our actors to perform scenarios, based on real case studies.
Theatre Based Learning can be either observational (where learners watch scenes and discuss) OR participative (where we use techniques like real-play and practice, forum where learners interact with the actors and direct them or hot-seating where learners give feedback to individual characters and make suggestions). This course uses our actors to both demonstrate presentation skills and often made mistakes and techniques with the ability for all learners to present and receive feedback
0.2What are the benefits of the Difficult Customer in my Home training?
0.3Why is the Difficult Customer in my Home training important?
the difficult customer in my home.
Our difficult customer in my home course is delivered using actors based scenarios and our expert trainer via our Virtual “Theatre of Learning”
Theatre Based Learning
video showcase.
Discussing and learning in the traditional ‘class-room’ is effective, but long-term memory is better stimulated by having an experience. Our approach using experiential and drama-based learning methods delivers this and leads to more sustained learning.
Download our Guide to the Difficult Customer in My Home.
Learn more about this course delivered via our Virtual Theatre of Learning.
theatre of learning
sustained blended learning.
Our training is observational and participative, using teams of actors to bring it to life. We recognise that taking part in role-play is not for everyone, so we offer observational training – this is where two of our acting team demonstrate scenes related to the course and delegates observe and comment on the behaviors. Where a business is more confident working with actors, we take this to the next level with participative training so delegates get to practice their newly learnt skills.
theatre of learning
sustain and maintain learning.
All our learners have full access to our ted Learning HuB – our bespoke platform that enables all learners to continue the engagement with the trainer and actors, see latest case-studies and blogs from the ted learning team and engage with other learners, discussing their own challenges and successes.
Desktop, mobile, or tablet – the ted Learning HuB engages learners with training accessible anytime, anywhere, on any device.
theatre based learning courses.
Meet our team of trainers and facilitators.
Still have questions?
To find out how we can inspire your leaders and managers to achieve their potential for themselves and for your business, please get in touch.
