Supporting Bereaved Customers

Workshop overview:

Whatever the circumstances, the death of a loved one or a terminal illness diagnosis can be distressing and challenging. Understanding how bereavement and terminal illness may impact customers is an essential training need for customer-facing teams.

This training explores how practical and emotional support can make it easier for those in distress to engage with your organisation. In addition, we advise on ways to navigate conversations and direct customers to relevant support.  

Conversations about bereavement, grief and terminal illness are difficult. In learning appropriate, tailored responses, delegates will be better prepared to manage their and the customer’s emotional resilience. In turn, this will lead to improved outcomes. This workshop is ideal for anyone who regularly handles customer conversations, especially when the subject of bereavement and terminal illness arises.

Delegates will have the opportunity to reflect and share good practices. Equally, there are opportunities to participate in activities and discussions. A set of 12 Bereaved Customer Personas and Conversations Guide is included in the training course cost.

Benefits to your organisation:

• compassionate interactions during times of grief can lead to stronger, more meaningful relationships with customers and potential customers
• effectively handling bereavement and terminal illness support can minimise the risk of harm to the customer and help your organisation maintain a positive reputation
• staff trained to handle conversations about bereavement and terminal illness are better equipped to adapt to the unique needs of customers during challenging times
• providing appropriate support to grieving customers demonstrates compliance with legal and ethical standards of customer care.

Learning outcomes:

• understand bereavement and how it can shift customers’ priorities
• recognise the impacts of bereavement and the importance of tailoring responses to individual customer needs
• know and use appropriate bereavement terminology and responses
• identify a range of practical steps to support bereaved customers 
• understand the importance of supporting someone preparing for their end-of-life.