Quick Guides for Vulnerable Customer Conversations

£30.00Price

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