Customer Services , New Normal ,

Difficult Customer in my Home

Name: Difficult Customer in my Home
Rating: 4.8 (29 reviews)

On this self-paced, drama led, online course you’ll explore the challenges of working from home and supporting customers. If your primary focus is interacting with customers online and on the phone, in a customer service or customer agent role – this digital course is for you. On the course, you’ll get to meet Karen, who is finding working from home just a bit challenging.

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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’?

On this self-paced, drama led, online course you’ll explore the challenges of working from home and supporting customers. If your primary focus is interacting with customers online and on the phone, in a customer service or customer agent role – this digital course is for you. On the course you’ll get to meet Karen, who is finding working from home just a bit challenging!

From hearing her experiences, we’ll explore the challenges she faces – and that you face – and come up with strategies for overcoming them. You’ll learn about how to better manage those difficult customers, how to improve your work environment and how to regain that team feeling – even if your team are all working in different locations.

The difficult customer in my home
How is this online course delivered

We hate boring learning as much as learners do. Digital Learning should be dramatically different and packed full of fun! Our mission is to deliver exciting digital training that’s fun engaging and delivers long term measurable results.

Our Digital Courses are delivered using video built on our drama-based learning combined with highly interactive and engaging activities and module, social learning and live trainer support.

The difficult customer in my home
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 a colleague/calling a team leader?
If you have answered yes to any of the above questions, then this course is definitely for you and your organisation.

If so, this course is for you.

The difficult customer in my home
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.

The difficult customer in my home
What will i do on the programme?

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
What are the 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.