Providing accessible and excellent customer service is a
core value for all public and private services.
Meeting this core value can also be challenging for many
organizations. Sometimes customers do not request services in typical ways, and
on occasion may display anger, aggression, or a heightened emotional state. There
can also be communication challenges preventing front-line staff from
understanding customer requests.
Combining CAMH’s expertise in public education and clinical
training, we have developed a customer service training program to help front-line
staff address and de-escalate challenging situations through understanding,
empathy, and a respectful response.
This program can be customized to the unique setting and
needs of your organization, aligning with your mission, vision, core values, and
the people that you serve. Our training approach includes a thorough needs
assessment to identify and measure areas for development, along with a robust
evaluation process. By understanding the specific needs of
your organization, our education experts can develop learning tools and simulation
training that will be highly relevant to meeting your goals.
Originally developed and piloted for the City of Toronto, this program has
been acclaimed in both evaluation and anecdotal feedback. In particular, attendees appreciate the use
of real-world scenarios and relevant, simulation-based learning.
The full program complement of available services includes:
- Evaluation of current employee perceptions, confidence
level, and working context
- Awareness of mental health and addiction issues
- Reducing stigma and discrimination
- Utilizing a trauma-informed
approach to build empathy
- Communication strategies
- De-escalation skills
- Evaluation plan and report
- Leadership support activities
- Consultation on activities for sustainability
Informed by best practices in education, CAMH trainers develop
learning objectives that focus on simulation, and use an interactive method to
foster audience engagement and adoption of the curriculum. Training also
includes an evaluation process that allows senior leadership to assess their return
on investment, as well as develop strategies for future team development.
Participants in the CAMH customer service training program will
leave the sessions with enhanced confidence, peer support, and an enhanced comfort
level to effectively cope with the most challenging client interactions in the
workplace. Participants can also anticipate improved customer relations, as
well as an improved quality of workplace life.
If you would like to learn more about how CAMH Customer
Service & De-Escalation Training can benefit your organization, please