Responding to our customers needs
We can provide support to anyone experiencing loss by;
- Avoiding the urge to 'fix' or find solutions to their loss
- Actively listening to what they're telling us
- Communicating in simple, plain English
- Being patient and considerate
- Recognising they may have admin fatigue and adapting our processes where possible to help
- Acknowledging their situation and how they're feeling
- Signposting to charities and organisations that could help
- Encouraging them to seek support, for example, speaking to their GP, friends or family
Remember, we may not be able to find solutions to their feelings associated with loss, but we can help.