A unique collection of detailed customer personas to help staff understand the diverse needs and emotional states of bereaved customers. These can be used to explore appropriate and empathic responses to disclosures of bereavement or terminal illness.
Every persona in this document has recently experienced the death of a close relative or a diagnosis of terminal illness. They all need to inform you of the situation and close an account. However, that’s where the similarities end.
Includes appropriate first responses to a disclosure of bereavement or terminal illness, and responses to avoid.
£99.00 excl. VAT
Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.
Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.
