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
 
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