Training Schedule

During September and October, the Collaboration Network is offering introductory training as part of a market wide initiative to help raise standards in customer support. Click below to see more.

Introductory Training

  • Vulnerability

    14th September

    Helen Pettifer

    Helen Pettifer Training

    "Understanding Vulnerability"

    • Definition of a vulnerable customer.

    • The drivers of vulnerability.

    • Understanding vulnerable situations.

    • The impacts of vulnerability.

    • Behaviours and characteristics of vulnerability.


    90 MINUTES



  • Customer Experience

    22nd September

    Nicola Eaton-Sawford

    Customer Whisperers

    "Make Safe CX Great CX"

    • Maintaining CSAT

    • Customer attrition/retention

    • Customer psychology & behaviours/expectations

    • Changing CX channels

    • Impact on internal teams

    • Changing internal working models and their impact on CX

    3 HOURS


  • Complaint Handling

    7th October

    Caroline Wells & Sarah Lawrence

    CWSL Training

    "Complaint Handling Post-Covid"

    • Understanding interruption of regulatory best practice.

    • What Complaints Handling Teams need to be aware of in the future.

    • Remembering the ‘basics’.

    • What’s on the horizon?


    90 MINUTES


If you are a member of the Collaboration Network and wish to book click below and confirm with your member number. Alternatively, if you would would like to become a member and access these sessions as part of your onboarding please click below also.

Collaboration Network

Supporting Cross-Sector Collaboration

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