Hardship
Supporting and helping customers who are vulnerable and experiencing hardship
What client questions will it answer?
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How to approach and identify a customer that is in Hardship from a consultant role.
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How to provide the best solutions to assist the customer to pay.
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How to provide a 'case management approach'.
Who will benefit from it?
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Front line Staff.
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Customer Support Specialists.
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Hardship Team Members.
What is the format?
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Half-day workshop.
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This half-day workshop is aimed at equipping staff with knowledge and skills to effectively assist a customer in hardship.
Topics include:
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Awareness of vulnerability.
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Your role.
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Effective communication and expressing empathy.
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Common behaviours and triggers of someone in hardship.
As a result of this course, attendees will have the ability to successfully deal with customers that are experiencing hardship.