Set of 6 Quick Guides
The full set of 6 Quick Guides provides a valuable resource for employees.
They provide a point of reference to support customers when:
- they share information about their personal circumstances
- their behaviour, words or actions indicate they may need additional support
These guides help employees to respond professionally and with respect, even when disclosures are difficult or sensitive. They aid consistency of customer service excellence and compliance.
The 6 guides included in this set are:
- Disclosure of a Vulnerability
- Detecting a Vulnerability
- Identifying Vulnerability over the Telephone
- Disclosure of Suicidal Thoughts or Actions (including flowchart for intervention)
- Customer End of Life Conversations
- Responding to Bereaved Customers
Download documents are in a PDF format
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The questions and responses in these guides are designed as an aid to support customer conversations. Individuals can use these as a prompt and can rephrase or adjust them as needed to reflect their own natural vocal style.