Supporting customers with poor mental health

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

This course explores how your team can communicate sensitively, positively and effectively with customers.

  • Offer high-quality customer service to customers experiencing poor mental health
  • Equip your customer service advisors with the knowledge, skills and confidence to deal sensitively and effectively with customers struggling with their mental wellbeing
  • Develop your employees’ ability to work with customers who are vulnerable and challenging due to their mental health


Why train your team?

One-in-six people in the UK experience a common mental health problem such as anxiety and depression in any given week, which means a large proportion of your customer group are likely to be affected.

This course can give your staff the knowledge and skills to provide high-quality customer service to customers who may be struggling.

What will your customer service team learn?

  • Signs and symptoms of mental health conditions and the effects of stress on individuals and how to spot these in customer interactions on the telephone and/or face-to-face
  • How to handle challenging conversations
  • How to get support for yourself after difficult interactions with customers experiencing poor mental health
  • Key actions if you believe a customer may harm themselves (or is at risk of harm)

“The presentation by the trainer was first class, interesting and informative. Probably the best training course I have been on in this last year and would highly recommend if anyone wants to know more about this subject.” Diane, St Leger House of Doncaster

Who this course is for

People working in customer service roles, either face-to-face or by telephone. Sectors could include retail, hospitality, contact centres, utilities, financial services, council and other public bodies or housing associations.

Duration and delivery

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

Group bookings:

Online delivery:

  • Group size: Up to 12 participants
  • Duration: 5 hours (over 2 sessions)

Face-to-face delivery:

  • Group size: Up to 12 participants
  • Duration: Full day

Our expert team have been delivering workplace training and consultancy to organisations from all sectors for over 75 years, helping to shape culture and inclusivity of workplaces across the UK. We specialise in helping both employers and employees to develop the knowledge, confidence and capacity to effectively support colleagues and individuals with a disability or health condition.

All our training is delivered by a team of experienced consultants, who have extensive knowledge and a practical understanding of workplace issues.