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A range of training sessions are available through the Collaboration Network's team of experts.
This includes impactful issues such as customer vulnerability, complaints handling, mental health and customer experience.
Helen Pettifer
Helen Pettifer Training
Online training course to increase awareness and understanding of emotionally difficult conversations with customers
Learning Objectives
Understand the importance and role of listening and responding empathetically
Build a toolkit of questions and responses and know when and how to use them
Know how to respond in an emergency during the conversation
Recognise the signs of personal emotional and mental fatigue
Identify a range of practical steps to build resilience
Course Content
Talking about suicide
Empathetic responses including S.H.U.S.H
How to respond in an emergency
Empathy fatigue
Mental resilience
Physical well-being
​
09.00 - 12.00
£195
Sarah Lawrence
Caroline Wells
Handling Complaints through Covid with CWSL Training
CWSL are offering a new series of workshops to be run in-house for firms covering Complaints
Course 1
Handling complaints through Covid-19 – Understanding consumer behaviour and what that means for us today
Course 2
Handling complaints through Covid-19 – Engaging with the ombudsman
Course 3
Complaints handling through Covid–19 – Ensuring your teams handle complaints for today’s customer
Price for members:
One session: £950.00
Two sessions: £1,800.00
Three sessions: £2,550.00
Price for non-members:
One session: £1,050.00
Two sessions: £2,000.00
Signing up to all three: £3,000
Up to 12 people for each session
