Mental health and wellbeing in customer service roles

Equip your staff with the skills and confidence to provide high quality service to customers experiencing poor mental health.

Being able to offer high quality customer service is essential for the success and reputation of any company. This includes being able to identify a customer who is experiencing poor mental health and may be vulnerable to misunderstanding information and making the wrong decisions.

This course is suitable for customer service advisors working both face-to-face and on the telephone.

Book, schedule and buy your training online.

Group bookings from £799 + VAT 

What will your customer service team learn?

  • To offer high quality customer service to those customers experiencing poor mental health
  • To communicate sensitively, effectively, and positively with such customers
  • Why individuals might find it challenging to use your service
  • How to offer high-quality customer service to those who are distressed, at risk or challenging due to their mental health

“I learnt about different types of mental health conditions and am now better able to identify and support customers and colleagues with a mental health condition. The group exercises were invaluable.” Amanda, delegate


“I now have a greater awareness and deeper understanding of mental health conditions. I treat each customer as an individual, adapt to their needs and don’t make any assumptions.” Tom, delegate.

Key topics

  • The main signs and symptoms of mental health conditions and the main effects of stress on individuals
  • Identifying signs that a customer is experiencing mental health issues or acute stress, in person and on the telephone
  • Understanding how to ensure communication is sensitive, positive and effective during interactions with customers experiencing poor mental health
  • Key actions if you believe a customer may harm themselves (or is at risk of harm)
  • The best approach to handling customers who are challenging due to their mental health
  • Overview of the main support services available to colleagues and customers.

Duration, delivery and cost

We can deliver this course face-to-face or online, to suit your needs.

Group bookings:

  • Online delivery:
  • Group size: 8 to 12 participants
  • Duration: Four hours
  • Online cost: £799* + VAT

  • Face-to-face delivery:
  • Group size: 8 to 12 participants
  • Duration: Four hours
  • Face-to-face cost: £1,699* + VAT

Each delegate will get:

  • An overview of the effects of a range of mental health conditions and stress
  • Suggested practical strategies that can be implemented at work

Your organisation gets:

  • A summary of feedback in order to show its impact and to identify any further learning needs.

Design and methodology

The course has been developed by qualified training designers in line with the Training Accreditation Programme methodology. This is an industry recognised standard with the aim of ensuring all training activity is structured effectively and learning is embedded.

There is an option to purchase the comprehensive in-course workbook which accompanies the full day programme for a small additional charge.

* There will be an additional cost if you require specific changes to the content