Open to DVWCT and DVPLT members at no cost.

Expectations from callers range from those easily satisfied to almost impossible to satisfy. When a caller is going through a particularly difficult or emotional time, these behaviors can be compounded and may have an emotional impact on the employee receiving the call. This training helps those who answer calls or work in call centers to understand caller expectations during difficult times, explains the stages of grief and loss, suggests ways for supporting customers who are emotional, how to use de-escalation techniques using head and heart and finally provides resources for critical self-care for the employee to be able to cope and avoid unhelpful reactions.

Virtual Presentation via Zoom – a Zoom link with instructions will be sent to registrants about a week prior to the class.

Training Flyer

This event is available to Property & Liability Trust and Workers' Compensation Trust members. Please login to register.

Where & When