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Dementia Inclusive Customer Services workshop

Is your customer service dementia-inclusive?

The number of people living with dementia is set to double in the next 30 years and organisations will have more customers living with dementia than ever before. Our workshop enables frontline staff to support customers in a dementia friendly way.

Around 90,000 people in Scotland live with dementia.  As this number continues to increase, more and more of the customers using your organisation’s products and services will be affected by dementia, either directly or as a dementia carer. 

How can this workshop benefit your employees and your customers?

This tailored virtual workshop aims to ensure frontline customer service staff have a better understanding of the issues faced by customers living with dementia, and are well prepared to communicate with and support them.

This 3-hour workshop is for customer service staff in all types of roles. 

Workshop content and outcomes

Our workshops are tailored to suit the needs of individual organisations. Some of the topics covered include:

  • The ways in which dementia can impact on someone’s ability to engage with customer services.
  • Appropriate communication skills and other strategies for making face-to-face and telephone interactions more inclusive of customers living with dementia.
  • Understanding the ways in which customer service systems and processes can be modified to make them more appropriate for people living with dementia.

After attending this workshop, customer service staff will be able to:

  • Communicate effectively and empathetically with customers living with dementia.
  • Deliver more appropriate support to customers living with dementia.
  • Pass on ideas to their organisations for improvements to systems and processes which could lead to greater dementia inclusion.

 

View and download workshop flyer

 

Staff have gained a deeper understanding of dementia, the issues faced by tenants and family members living with dementia and, more specifically, how this relates to housing.

Learning and development consultant | Link Group Ltd.

The dementia workshop was fantastic.  The feedback from those that took part was incredible and we're already looking forward to the next one.

CS Team Manager | Amazon Customer Services, Edinburgh

 

We are delighted that our Dementia Awareness workshops have been awarded CPD accreditation from the CPD Standards Office. 

Attendees with CPD requirements will receive a certificate upon completion.

For further information please contact Jonathan Park on 07808 024 807 or by emailing jonathan.park@agescotland.org.uk

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