Whatever the circumstances, the death of a loved one can be heart-breaking and challenging and will impact individuals in different ways,
This ½-day training course provides a solid understanding of bereavement, how it may impact customers and the way in which they engage with organisations. We will explore how to support bereaved customers with empathy and respect in practical and reasonable ways to avoid any additional distress.
This course is ideal for anyone handling customer conversations on a regular basis, especially when the subject of bereavement arises.
Delegates will have the opportunity to reflect, share good practice and participate in course activities and case study discussions.
Benefits to your organisation
- Compassionate interactions during times of grief can lead to stronger, more meaningful relationships with customers and potential customers
- Handling bereavement support effectively, can minimise the risk of negative publicity and helps to maintain a positive customer reputation
- Staff trained to handle bereavement situations are better equipped to adapt to the unique needs of customers during challenging times
- Providing appropriate support to bereaved customers demonstrates compliance with legal and ethical standards related to customer care and empathy
Learning outcomes
- Understand bereavement and how it can shift customers’ priorities
- Recognise the impacts of bereavement
- Know and use appropriate bereavement terminology and responses
- Identify a range of practical steps to support bereaved customers
- Understand the importance of supporting someone planning their end of life
Who should attend training
- Customer facing staff
- Bereavement team members
- Claims handlers
- Complaints handlers
- Vulnerability Champions and leads
- Customer Service Team Leaders
Course Content
Understanding bereavement
- Bereavement data and impacts
- Language of bereavement
- Customer’s priorities
- The grief process
Supporting customers
- Recognising and addressing emotional needs
- Recognising and addressing practical needs
- Supporting end of life conversations
- Recording information
Looking after yourself
- Understanding personal triggers
- Building resilience
- Supporting colleagues
In summary
Investing in training staff to support bereaved customers not only benefits the customers themselves but also contributes to a positive organisational culture and enhances the overall reputation of the company.
Additional course information
This course will be delivered via Zoom.
