Managing Repeat Callers
Managing Repeat Callers
Overview
Utilising some of the techniques introduced in our three CPD certified helpline skills courses but taking a more detailed approach, this course aims to equip delegates with the skills and confidence to manage repeat callers effectively. Utilising a range of different approaches, from skills practice elements to understanding policy, delegates will discover a tiered approach to responding that protects the service user, the call handler and the organisation as a whole.
Learning Objectives
- Define the difference between repeat, bombarding and regular callers
- Explore statistics and characteristics
- Explore key attributes and how to identify repeat callers
- Understand the effect of repeat callers on call handlers, services, and organisations
- Consider approaches, including using boundaries, caller care plans and creating a policy
- Consider risk assessment
- Supporting workers after dealing with repeat callers
Additional info
- Worksheets provided
- Copy of powerpoint presentation after session
- Attendance certificate upon request
Cost
Costs and Rewards on our courses for members and non-members.
This was an excellent day of training that was interesting, relevant and engaging. Christian was a brilliant facilitator and very kind and empathetic. I benefited a lot from it and have certainly learned a number of things I can work to implement. - Tanya Kumar, Blood Cancer UK
Open Training
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
Inhouse Training
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates
Enquire about inhouse training via training@helplines.org
Upcoming training sessions
Date: 9 July 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Contact us via training@helplines.org to find out more, or book directly via the form below.