Webinar: Loss and Bereavement Awareness for Customer Facing Roles | Cruse Bereavement Care

0808 808 1677

Each year around 550,000 people die in the UK. On average, their relatives have to contact 21 organisations to let them know and close their accounts – that is over 11 million transactions. 

Notifying businesses and other organisations following the death of a loved one can be a huge task. On top of this, the burden of grief and having to do unfamiliar things like arrange funerals, makes it very hard for many people. The challenges facing bereaved people have been recognised by the major regulators and bereavement is now included in most definitions of ‘consumer vulnerability’.

Cruse Bereavement Care is working hard to reduce the emotional burden bereaved people are facing when contacting businesses to tell them a loved one has died through our Bereaved Customers First campaign. We can work in partnership with your organisation to ensure your staff have a greater awareness of the impact of bereavement and grief. This awareness can then inform how they respond and support bereaved people, whether they are customers, colleagues or friends and family.

Our webinar training

Webinars run for up to 2½ hours with a short break, and participants are capped at 10 to encourage interaction and discussion.

Each  webinar session costs £600 + VAT.

Please contact training@cruse.org.uk for current availability or to discuss your requirements. The exact content of the webinar will be adjusted based on the main training needs that your organisation identifies.

Learning Outcomes:

By the end of the webinar, the participants will:
  • Understand how to communicate effectively and compassionately with bereaved customers/clients or next of kin on the telephone.
  • Increase their understanding of how a person is affected by bereavement and be more able to empathise and respond appropriately within  their organisation’s policies and procedures.
  • Consider listening skills relevant to telephone conversations with bereaved people, including managing anger and distress.
  • Develop awareness of support organisations, and how and when to refer individuals for further support.
  • Be aware of the impact of working with bereaved people on themselves and colleagues, and consider ways to manage the wellbeing of themselves and others. 

Helped me to understand everyone is different, how closely bereavement is to mental ill health and how to support people better

Webinar Participant, Wessex Water

NEW: E-Learning Training Course for the Financial Sector.

Cruse Bereavement Care has partnered with Money Advice Trust to create a new e-learning module – Bereavement and Vulnerability. The Financial Conduct Authority (FCA) defines a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. This new e-learning module will offer your staff an insight into what your customer may be experiencing both practically and personally and enhance your ability to support them effectively.

Aim: To help your staff understand how a vulnerable situation can be created or made worse by the loss of a loved one, and what financial organisations can say or do to support people going through these difficult times.

Who is it for? All frontline, customer-facing staff, management, specialist teams, back-office staff and relevant suppliers.

Find out more here.

Cruse Bereavement will receive a proportion of the profits of every module purchased.