Photo by Museums Victoria
Trauma-informed customer service equips staff with the skills to approach difficult, demanding, and emotional customers with greater empathy and understanding. This one-day training course is designed for employees in customer-facing roles (e.g., call centers, banking, retail) and managers. By understanding trauma and adopting a trauma-informed approach, staff can enhance the customer experience, reduce conflict, and promote a more supportive work environment.
Key Objectives
- Understand the prevalence of Adverse Childhood Experiences (ACEs) and their impact on customer behavior.
- Gain insights into why individuals with trauma backgrounds may react in ways that seem disproportionate or difficult to manage.
- Learn how to recognize the signs of trauma and respond in a sensitive and supportive manner.
- Develop resilience and techniques to build positive customer relationships in challenging circumstances.
- Create a supportive work environment for staff, reducing burnout and promoting employee well-being.
Course Content
- Understanding Trauma in Customer Service: Learn the basics of trauma, its effects on behavior, and how it might manifest during customer interactions.
- ACEs and Compassionate Inquiry: Explore how Adverse Childhood Experiences (ACEs) can shape behavior long into adulthood and how understanding these experiences can improve customer communication and empathy.
- Responding to Difficult Behaviors: Develop skills for managing behaviors that may be rooted in trauma, such as frustration, anger, or withdrawal, without escalating the situation.
- Building Resilience: Strengthen your ability to remain calm, composed, and compassionate when dealing with challenging customers, while protecting your own mental health.
- Trauma-Informed Communication: Learn practical strategies for communicating with customers in a way that promotes safety and understanding, helping to defuse tensions and build rapport.
- Creating Supportive Work Environments: Reflect on how trauma-informed principles can be embedded into workplace policies and practices, promoting both employee well-being and a positive customer experience.
Benefits for Organizations
- Improved customer satisfaction and retention
- Enhanced reputation
- Boosted employee morale
- Legal compliance
- Cost savings
Why Trauma-Informed Training is Crucial
- Enhanced empathy and understanding
- Reduced re-traumatization
- Improved communication and problem-solving
- Increased staff well-being
- Positive organizational image
Conclusion
Trauma-informed customer service training is a valuable investment for any organization that wants to provide exceptional customer care and create a positive and inclusive environment for both customers and staff. By equipping staff with the knowledge and skills to understand and support customers who have experienced trauma, companies can enhance customer satisfaction, reduce conflict, and promote a more supportive work environment.