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.

This course covers suicide risk factors, along with empathic responses, processes to follow and practical tools. It develops skills, confidence and resilience when faced with the most difficult of conversations. We recommend this course to Financial Institutions (particularly those handling debt collections), Utilities and Telecommunication companies.

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.

  • In a crisis, team members can confidently and quickly identify and intervene,
    minimising potential harm to customers
  • Strengthened relationships with customers as team members support with timely and empathetic interventions demonstrating a commitment to the well-being of customers
  • Improved employee well-being by providing them with the tools and skills to manage sensitive conversations effectively
  • Demonstrating a commitment to mental health aligns with ESG initiatives,
    contributing to a positive impact on society

Learning outcomes.

  • Identify and support an individual in crisis
  • Build a toolkit of questions and responses, and know when and how to use them
  • Know how to respond in an emergency during the conversation
  • Recognise the importance of self-care after difficult conversations
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
Request more information 01296 596 958

Request more information.