Whatever the circumstances, the death of a loved one can be heart-breaking and challenging and will impact individuals in different ways,

This 2-hour 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.

Learning Objectives:

• Understand bereavement and the customer's priorities
• Recognise the impacts of bereavement
• Know and use appropriate bereavement terminology and responses
• Identify a range of practical steps to support bereaved customers

Course content

• Understanding bereavement
• Language of bereavement
• The impacts of bereavement
• The grief process
• Supporting customers experiencing bereavement

Additional course information

This course will be delivered via Zoom.