This is an essential course for those on the frontline dealing with customers.  It is also ideal for Vulnerable Customer or Wellbeing Champions, Mental Health Champions, Team leaders, Compliance, Training, Customer Service and Audit functions etc.  

Many of our clients have made great progress in embedding the regulatory requirements around identifying and dealing with Vulnerable customers. As we know there are so many components to it and it’s an ongoing journey of improvement for most.

This can be very upsetting and difficult for a staff member to deal with.  They may not have had the appropriate training to deal with this – hence we are providing this course.

Objective

This training course will increase the skills and confidence of the attendees to manage conversations with customers struggling to cope with grief.

Learning Objectives

• Understand bereavement and the 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

Course Content

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

Out Trainer/consultant for this session is Helen Pettifer  

Helen Pettifer is a leading authority on vulnerable customer issues helping firms understand and deal with their vulnerable customers, especially those experiencing grief. Drawing on personal experience, industry insights and conversations with those directly impacted, Helen is committed to doing all she can for those struggling with life and the upsets it can bring and has also delivered a workshop for Create Solutions on managing suicidal conversations .

Cost: Just £79 plus vat per person

Delivery: Via Zoom

Delegates will receive a certificate of attendance.

To book contact: email deborah@createsolutions.co.uk or phone 0161 870 6637

Places are limited so we recommend you book early