We’re pleased to be launching a new online training programme designed to support customer-facing teams who are increasingly navigating emotionally charged conversations through digital channels.
When customers are distressed, frustrated or overwhelmed, these interactions can be particularly difficult to manage over text, without the nuance of body language or tone of voice. This training equips teams with the skills and confidence to respond with empathy, compassion and clarity, while staying within professional boundaries.
Our corporate training provides a simple but powerful conversation framework, alongside practical skills drawn from counselling, coaching and crisis support, adapted specifically for digital customer service. It will help teams navigate supportive conversations, including those considered high risk, and create a sense of connection, even in difficult moments.
