WHAT CHALLENGE DID Barking and Dagenham FACE?
The challenge for Barking & Dagenham was supporting their contact centre staff in transitioning to working in a call centre environment to working from home and dealing with sometimes difficult customer situations. How did the team differentiate their work and home life when dealing with these calls at home. They wanted something that was completely bespoke to their challenges and ‘different’
HOW DID WE HELP?
ted Learning Delivers Bespoke Difficult Customer Training for Barking and Dagenham Council Contact Centre Teams
ted Learning utilised our Difficult Customer in my Home course to create a bespoke version for Barking & Dagenham Council. We listened to calls and went through chat and emails to understand some of the challenges and created drama based scenes to support this aspect and then incorporated how to manage emotions and reactions working from a home situation. This was rolled out to all their contact centre teams and landed extremely well!
WHAT DID THE Learners SAY?
A fantastic session, really insightful and helpful. I’ve taken a lot away from the session that i can use in my role. Brian was fantastic when it came to the roleplay part and it was really interesting for him to tell me my questioning style and skills – thanks so much Brian!
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