Frontline customer service teams increasingly handle difficult, emotional and complex conversations, from financial hardship and mental health issues to bereavement and vulnerability. While these interactions require empathy and professionalism, they can also take a significant toll on staff wellbeing.
Without the right support, repeated exposure to emotionally challenging conversations can reduce resilience, increase stress and affect employees’ ability to respond effectively. Organisations that invest in staff wellbeing not only support their people but also strengthen service quality, engagement and performance.
This practical half-day course helps customer-facing staff build the resilience needed to manage demanding interactions while maintaining their wellbeing. Through discussion and practical exercises, delegates learn how to recognise when resilience levels are dropping, apply strategies to regain balance, and develop a personal toolkit to support their wellbeing in challenging customer situations.
Training Outcomes
By the end of this session delegates will be able to:
- Understand what resilience is and why it is essential in customer-facing roles
- Recognise the signs that resilience levels are declining
- Apply practical tools to manage emotionally demanding customer interactions
- Maintain healthy personal and professional boundaries
Please Note: This can be an incredibly sensitive and upsetting subject to talk about. It is important to remember that delegates attending this course may need an opportunity to quietly reflect or talk to someone they trust following the course.
TRAINER: Helen Pettifer
Helen Pettifer is a Customer Service consultant and trainer, specialising in consumer vulnerability since early 2018.
Helen has built up a strong brand reputation for her work in raising awareness and understanding within organisations on how they can best support vulnerable customers.
This work has been delivered across all sectors, however predominantly within the financial and public sector.
Helen is regularly invited to speak at conferences, forums and on webinars and podcasts. At the end of 2019 Helen launched her own podcast entitled ‘Unlocking Vulnerability’.
For more information or to make a booking please call 0330 0947 344
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Registration and GovPD Welcome Address
- Introductions and housekeeping
- Course objectives and agenda overview
- Establishing a positive learning environment
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Session 1: Understanding Resilience
- What resilience is and why it matters in frontline roles
- Different types of resilience
- The impact of resilience on wellbeing and performance
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Break
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Session 2: Recognising and Managing Low Resilience
- Signs that resilience levels are dropping
- The impact of difficult customer interactions
- Maintaining personal and professional boundaries
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Break
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Session 3: Building Your Personal Resilience Toolkit
- Prioritising personal wellbeing at work
- Developing support networks
- Practical resilience tools and techniques
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Q&A and Close
- Summary of key learning points
- Questions and discussion
- Close at 13:00
- Online Fee: £290+VAT
