Mental health and wellbeing in customer service roles

Enable employees to help customers who may be struggling with mental health issues


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 struggling with their mental health and may be vulnerable to misunderstanding information and making the wrong decisions. 

This course is for staff in customer service roles provides the knowledge and confidence to deliver a high standard of service to those suffering with mental health issues. 

Group bookings from £799 + VAT 

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What will your customer service team learn?

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

“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. 

Online delivery: 

  • Group size: 8 to 12 participants 
  • Duration: Four hours (over two sessions) 
  • Online cost: £799 + VAT 

Face-to-face delivery: 

  • Group size: 8 to 12 participants 
  • Duration: Full day 
  • Face-to-face cost: £1,699 + VAT 

Our mental health training programmes are delivered by our sister organisation, Remploy, which specialises 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 of the training is delivered by a team of experienced consultants, who have extensive knowledge and a practical understanding of workplace issues. 

The course has been developed by qualified training designers, in line with the Training Accreditation Programme methodology. 


>> Select your course and click Buy Now to add this service to your basket. We will email you to confirm your order and a team member will contact you to arrange the booking.


>> We have a selection of training for individuals, find out more.