When a customer says they cannot go on, the next response matters. Staff need to stay calm, take the disclosure seriously and know how to respond in the moment.

In financial services, crisis conversations can happen around debt, arrears, claims, complaints or major life events. This training gives staff a clear, safe structure for handling suicide risk, including how to pause the normal process, listen well, ask direct questions, signpost to urgent support and follow internal escalation steps.

The course also recognises the impact on the colleague. Delegates leave with tools to protect their own well-being after a difficult conversation and understand when to seek support from managers or colleagues.

Who is this course for?

Customer-facing team members
Collections, arrears and payment support teams
Claims handlers
Complaints handlers
Vulnerability Champions and vulnerability leads
Mental Health First Aiders
Customer service team leaders and managers
Quality assurance, L&D, compliance and operations teams

Course Reviews

Stewart H

13 March 2026

It is clearly a difficult subject area and there is the challenge of whether some of the actions will be suitable in our area of work. However it does provide some information which would be useful.

Jenny H

13 March 2026

I found the course really useful and this will assist me in supporting my teams who are more likely to encounter such calls than I am. The presenter is clearly very knowledgeable and passionate which is evident from her excellent presentation of this sensitive subject. My only observation is that the length of the course could be reduced.

John D

9 March 2026

An excellent course - the subject matter isn't the easiest to talk about but the training was very informative and well presented

Pasquale D

4 December 2025

I think the course was Great!, I can tell Helen has lots of experience on this field, so feel really confident with the content of the course and what my colleagues and myself learned on it. Even though I hope not to get one of those challenging calls, I have a massive relieve as I feel confident I will be able to deal with it and hopefully make a small difference in that vulnerable person's life

Kelly B

4 June 2025

Very helpful course got some good take away that I feel will help me better deal with these calls or conversations

Stephen M

4 June 2025

The course was a real eye opener, Helen was fantastic in her approach, very understanding and empathetic. Helen was also very informative and provided everyone with helpful tools in handling these difficult conversations.

Nikki G

30 May 2025

I thought this was a brilliant course and so informative. Would definitely recommend to others! Thank you again Helen:)

Ryan M

29 May 2025

Great content and delivery from Helen, that provided much food for thought, in terms of how we integrate some of the ideas into our business to further support staff and customers. Thanks so much for a really enjoyable day!

Paula K

29 May 2025

I really enjoyed this training. The pre-course video was great in knowing what to expect, and really put my mind at ease that there were no role plays. A very good learning & reflective day all round. The content was presented & discussed in a very caring and thoughtful manner. Even though it was a tough subject, it was explained clearly and sensitively. I appreciate all that was covered at the training as I feel it will be beneficial in my work life, and life outside of work.

What this course covers

Common language, terminology and misconceptions around suicide
Risk factors and indicators that may appear in customer conversations
How to stop the normal process and give the disclosure proper attention
Active listening and the S.H.U.S.H approach
Questions and responses staff can use when suicide risk is raised
What to do if the customer appears to be in immediate danger
How to signpost and escalate in line with internal processes
How to look after yourself and support colleagues after a difficult conversation

How this training benefits your organisation

Gives staff a clear response framework for one of the hardest customer conversations they may face
Reduces panic, uncertainty and inconsistent handling when crisis language is used
Supports safer customer outcomes by helping staff listen, respond and escalate appropriately
Helps firms show that vulnerable customer crisis intervention has been addressed through practical training
Protects employee well-being by making self-care and post-call support part of the process
Strengthens confidence across teams that handle debt, complaints, claims and other high-pressure interactions