How to Respond When You Are Informed of a Customer’s Death

Bereavement is a difficult time, especially when the spouse, loved one or Power of Attorney of your customer has to deal with their affairs. So, how can your processes, responses and actions make it easier for them?

In this 1-hour session, we’ll explore the many activities, conversations and emotions people will be experiencing when dealing with the affairs of deceased loved ones. We’ll discuss how an organisation’s processes, approaches and responses can influence individuals – either positively or not.

We will cover:

• Understanding death admin and responsibilities
• Understanding different responses to bereavement
• Analysing your bereavement process and recognising where it can be simplified and made more compassionate
• Supporting well-being of customer-facing teams managing bereavement conversations