To mark National Grief Awareness Week (2 to 8 December 2020), we are sharing our short “Dealing with bereaved customers” video which we have researched and produced here at Insolvency Support Services. It aims to assist our fellow insolvency professionals in meeting the challenges they and their staff face in dealing with bereaved customers. It is also applicable to others in many other lines of work. We cover the main challenges and common concerns, then propose a three-step approach to dealing with bereaved customers, offer advice on how to support staff and conclude by providing some sources of assistance.
This practical learning video forms part of our Vulnerability Awareness training module, which has been designed to ensure that all staff, in particular those who operate at the frontline, have the appropriate skills and capability to treat vulnerable customers fairly, in line with Financial Conduct Authority guidance.
We hope you find it useful in your work, particularly at this especially difficult time.