Responding to Bereaved Customers Quick Guide

This guide provides appropriate responses and questions to support customers who call to inform you of, or mention, the death of someone close.
 
Conversations about death can be difficult for both customers and employees. However, when death is mentioned, we must acknowledge it.
 
This point of reference guides empathic and appropriate responses to the information shared. It also advises employees to take a moment to regain their emotional resilience before the next customer call.
 
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.