Customer Support & Interaction

The course will provide an understanding of how to conduct safer gambling interactions with both land-based and online customers who show signs of excessive or problematic gambling, or whose personal behaviour or disclosures give cause for concern.

Over the sessions these topics will be covered: 1) Why these issues arise and their typical manifestations, 2) The motivational communication techniques that can be applied by staff to handle these interactions successfully, 3) When and how to involve third party agencies, 4) Regulatory and commercial issues.

Through the course participants will gain a greater understanding of problematic customer situations and how these should be handled from a Safer Gambling perspective. This knowledge should permit greater confidence in handling customer interactions or supporting colleagues who do. Participants will have greater insight into the importance of these interactions from a regulatory, ethical, and commercial perspective.