Responding To Callers In Crisis

The Insurance Institute of Cardiff invite you to a webinar on; Responding to callers in crisis

Event Details:

Wednesday 21st September 2027 – 12:00 – 13:00

The webinar will be run via Zoom, a global web-conferencing solution. Zoom is easy to use, a link and joining instructions will be sent to you at the time of booking.

About the session:

When one of your customers calls in an emotional state – angry, upset or in crisis, how your handler responds in the first minutes can have a huge impact on the outcome, from a safeguarding and customer service perspective. This webinar explores how such calls can trigger anxiety in your staff, shaping the way they respond and offers simple tools to manage their response and properly support your customers’ needs.

 Learning objectives:

Following this presentation the delegates will be able to:

·       Consider the factors that might be driving a customer’s emotion

·       Understand the automatic processes at play in your own response

·       Build a toolkit of simple tools to manage your response and better support the customer

·       Develop ways to safeguard your own wellbeing

About the speaker:

Andy Marshall & Jacqui Turner of Turner Corner Learning Solutions

Andy has dedicated his life to assisting others in learning and in improving their lives. He has done so across a diverse range of people from prisoners serving ‘life’ sentences to CEOs of major companies. Therefore, his ability to build rapport, communicate complex ideas and guide changes in behaviour is the foundation of his work as a facilitator.

Andy is also a designer of drama-based and active learning courses, specialising in Equality, Diversity and Inclusion projects, Supporting Callers in Crisis, Mental Health Awareness, Resilience and Mental Well-being at Work. He particularly enjoys developing theoretical approaches to every piece of work achieving great success for many organisations within the Private and Public sector in Wales and across the UK.

Jacqui Turner is a multi-award-winning customer service and leadership training provider, global speaker, podcast guest and published writer. With a 30 year training career, including 20 years’ experience within the insurance sector, including roles with Lloyds TSB Insurance and HSBC General Insurance, Jacqui brings a deep understanding of the pressures, expectations and realities of customer-facing insurance environments.

Before setting up her business, Jacqui was the Leadership Trainer for Tesco, where she was awarded Welsh Contact Centre Trainer of the Year in 2015.

Today, through Turner Corner Learning Solutions, she helps organisations develop confident, capable team leaders and service professionals who improve customer outcomes and build stronger, more engaged teams.

Further information:

A link will be sent via your email address supplied at the time of booking. PLEASE DO NOT share this with anyone else.

Please note that this webinar will be hosted on the Zoom platform which may be restricted by some employers. Members may need to utilise their own personal devices in these circumstances to access the platform.