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 firstname.lastname@example.org 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.
- 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