One of this client’s many teams was a large emergency response team, responsible for handling emergency calls from its residents regarding serious injuries, as well as immediate risk to the properties. Dealing with over 100,000 calls per year, this was a very busy operation spanning 24 hours a day, 7 days a week at high levels of stress.
Whilst the officers received the relevant First Aid training to enable them to fulfil the statutory side of their role, our client’s concern was that they lacked the interpersonal skills required to deal with the emotions of the residents, resulting in a high number of complaints.
There was an urgent need to focus on how the officers dealt with sensitive situations, and this client’s resounding question was, how do we get the team to tune into our customers’ emotions? To answer that question, they recognised that they needed to bring in a specialist training partner who could equip their officers to deliver a strong message during emergencies, whilst demonstrating much needed emotional support to residents. That’s where CCF Training came in.
Our in-depth call analysis highlighted the specific areas in which the officers needed to be more supportive, and fleshed-out the situations where the team lost confidence on their calls and lacked the ability to deliver the right solutions with a calm, empathetic and authoritative approach.