Customer End of Life Conversations Quick Guide

This guide provides appropriate responses and questions to support customers who call to inform you that they have a terminal illness and need to put their affairs in order.
 
It takes courage and resilience to disclose a serious health issue, especially when it is terminal. The customer may need to inform you, however, sharing information may cause distress or be highly emotive.
 
This guide provides suitable responses that enable the customer to lead the pace and nature of the conversation.
 
This is one of a Set of Quick Guides designed to help employees respond to customers experiencing vulnerable circumstances.
 
Download documents are in a PDF format
 
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The questions and responses in this guide 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.