All of our volunteers across PDSA work hard to help us deliver a great service to our customers, clients and supporters. We want you to feel confident and supported during your volunteering, therefore we have developed this training which is full of useful information and tips.
At times you may be faced with an unhappy customers and we recognise that resolving their dissatisfaction can be challenging. By knowing what to say and, more importantly, how and when to say it, you may be able to de-escalate the situation - in fact, we could even end up having a better relationship with our customers and supporters than we had before.
The module will cover the following key areas:
- Our beliefs surrounding a situation
- Emotional Triggers
- How to minimise the impact of triggers
- Resolving Customer Dissatisfaction
- Safeguarding our people and customers
- Supporting our teams
This webinar will take approximately 20 minutes to complete.