Customer Service Training | Cruse Bereavement Care

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Workshop Description

Based on many years’ experience delivering our Loss and Bereavement Awareness workshop to a range of businesses and organisations across the UK, this workshop has been designed for staff handling calls from family members requiring account administration following the death of an account holder. Its purpose is to build staff confidence in these interactions, increasing knowledge of how bereaved next-of-kin may be feeling, thus improving how staff liaise with bereaved people and boosting an organisations social reputation.


Workshop Aims

    After the workshop 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.
    • Considered listening skills relevant to telephone conversations with bereaved people, including managing anger and distress.
    • 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.


    Our workshops are designed to be delivered in-house for up to 20 participants and preferential pricing is available for charities and Not-for-Profit organisations. We have a team of dynamic trainers who have many years of experience to draw on.

    The day can be tailored on request to need the specific needs of an organisation and previous training or prior knowledge of the participants.






    To get in touch call 0208 939 9542 or email Our courses are recognised by the National Counselling Society.