train your own team
Duty of Care Calls by your Customer Service agents
Sustainable Interaction offers training in carrying out Duty of Care Calls for Customer Service agents, where participants will learn to communicate with and call players that show signs of risky gambling behaviour. The goal is to get players to reflect on their gambling habits and motivate them to make changes that will make their gambling more sustainable.
The participants will get in-depth knowledge about problem gambling, learn conversational techniques and apply them on both simulated and live situations.
The course is led by PhD, psychologist and Responsible Gambling expert Jakob Jonsson. Jakob will be available for further tutoring and support after the finished training.
Course overview
Introduction
What is problem gambling and why do we gamble?
What Responsible Gambling tools are at our disposal, and what are their effects?
Identifying and discussing the target audience.
Implementation.
Practical application
The basics of Motivational Interviewing (MI).
Preparatory role-play.
In practice: reaching out to real customers.
Follow-up and evaluation
The first course segment is of general character, whereas segment two and three are adapted to suit your needs and wishes. Once the course is finished you will get access to further tutoring and follow-up, should you want to. There is no requirement for previous experience or training in conversational techniques to attend the course.
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