Conversations around terminal illness can be deeply emotional and require empathy, professionalism, and support. Your response can profoundly impact your client’s dignity and comfort during a difficult time.
In this 1-hour session, you’ll learn how to respond with compassion, maintain professional boundaries, and offer meaningful support while respecting their needs, wishes, and privacy.
We will cover:
- Immediate responses following a disclosure
- Emotional and practical needs – what does the customer need from your organisation?
- Time limitations – what are the options to fast-track actions?
- Minimising paperwork and procedures to minimise distress
- Checking the customer’s support networks and signposting
- Self-care and support
Who should attend?
- Customer facing staff
- Claims handlers
- Complaints handlers
- Vulnerability Champions and leads
- Customer Service Team Leaders
Toolkit Details.
Each 1-hour Vulnerability Toolkit session focuses on a specific aspect of working with vulnerable customers, offering practical insights and tools to navigate complex challenges with confidence and care.
Date: Wednesday, 20 August 2025
Time: 15:00 - 16:00
Book 5 places, get the 6th free
Add 6 places to your basket - the discount applies automatically at checkout.
£35.00 excl. VAT per delegate
Got a question about this toolkit? Send us a message.
