LSB Insight – Training

The LSB’s Insight team provide knowledge, practical considerations and unique insight to promote better outcomes for personal and business customers. This is delivered through training, amongst other avenues such as Forums. Find out more about our available training sessions below or contact our Insight team by emailing insight@lstdb.org.uk. Information on all of our available training, Forums and call calibration sessions can be found here.

Area: Personal/Business/CRM
Attendees: Vulnerable customer teams, first line staff, specialist teams, training staff, management
Numbers: 15/20 a session
Length: 60/90 minutes
Channel: In person or remote
Purpose: By identifying the impact vulnerabilities can have on customers, whether personal or business, your colleagues will be confident in providing effective support. The training provides helpful strategies for probing customers’ circumstances tactfully and diplomatically, with a focus on taking action when required. The training is designed to be interactive and includes a case study, to reinforce learning. Because of the evolving nature of vulnerabilities, this training is continuously updated to provide up-to-date insights, and it can be used to complement existing, internal training.

Area: Personal/Business/CRM
Attendees: Complaints teams, 1st line staff, specialist teams, training staff, management
Numbers: 15/20 a session
Length: 60 minutes
Channel: In person or remote
Purpose: This training provides your colleagues with the skills and confidence to identify when things have gone wrong and put in place steps to put them right. Using a series of real-life complaint case studies, the training offers tips and approaches
for supporting customers with complaints. This includes how to prevent problems from escalating through good conversation
management techniques and providing solutions that are accepted by the customer.

Area: Personal/Business/CRM
Attendees: First line staff, specialist teams, training staff, management
Numbers: 15/20 a session
Length: 60/90minutes
Channel: In person or remote
Purpose: The training provides practical tips and strategies to help your colleagues have productive, meaningful, and rewarding conversations with your customers. This includes looking at specific areas including preparation, putting empathy into action, dealing with challenging calls, and conversation management. Drawing on the most up-to-date insights from our work, as well as information gathered from the LSB’s Compliance team, the training will give your colleagues the tools and confidence to address complicated situations and improve outcomes. There is also an emphasis on agent wellbeing and managing stress effectively.

Area: Personal/Business/CRM
Attendees: First line staff, specialist teams, training staff, management
Numbers: 15/20 a session
Length: 60 minutes
Channel: In person or remote
Purpose: The training is focussed on using empathy as a way to deliver excellent customer service. It equips your colleagues with the confidence to connect with and understand your customers, and to use this understanding to take appropriate action. The training covers what empathy is, how to engage empathetically throughout all stages of the customer journey, and how doing so leads to better customer outcomes.

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