Quick Guides for Vulnerable Customer Conversations


This set of 4 quick guides are ideal for customer-facing teams in identifying and responding in conversations with vulnerable customers.


The 4 guides are:


  • Disclosure of a Vulnerability
  • Detecting a Vulnerability
  • Identifying Vulnerability over the Telephone
  • Disclosure of Suicidal Thoughts or Actions (including flowchart for intervention)


These guides include useful phrases, responses and questions to support customers when:

  • they share information about their personal circumstances
  • their behaviour, words or actions indicate they may need additional support
  • they raise suicidal intentions during the conversation


Download documents are PDF