Managing Suicidal Customer Conversations
Having difficult and serious customer conversations about suicide can be upsetting for all concerned.
A confident, compassionate and considered response during these conversations can make the individual feel visible, valued and listened to. This increases the chance of them accessing and receiving the specialist support they need.
Put simply, our response can make a difference between life and death.
The course covers how to build and maintain personal emotional resilience during and after these conversations.
Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.
Benefits to your organisation.
Investing in vulnerable customer training for staff not only aligns with ethical, legal and regulatory principles but also contributes to the overall success, reputation, and sustainability of the organisation in the long run.
- Trained staff can communicate empathetically and constructively with customers in debt, fostering positive relationships and maintaining trust
- Supportive interactions during financial difficulties can help retain customers who might otherwise consider switching to competitors
- Handling debt-related issues with sensitivity contributes to a positive brand image, protecting reputation and minimising negative publicity
- Providing timely and proactive support to customers in debt demonstrates compliance with debt collection regulations and ethical standards, reducing legal risks
- Understand financial challenges and how they impact customer behaviours and needs, including decision making
- Know how to respond to customers who disclose debt and other financial issues
- Identify a range of practical steps to support customers facing financial challenges
- Understand the importance of signposting
At a glance.
This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.
Who should attend?
- Customer-facing staff
- Claims handlers
- Complaints handlers
- Vulnerability Champions and leads
- Mental Health First Aiders
- Customer Service Team Leaders