Customer Support Guide

Guidance on recognising and responding to our customers who may have challenges with their sight

Guidance on recognising and responding to our customers who may have challenges with their hearing

Guidance on recognising and responding to our customers who may have challenges with their mobility

Guidance on recognising and responding to our customers who may have challenges with their mental health

Guidance on recognising and responding to our customers who may be struggling with their decision making

Guidance on recognising and responding to our customers who may be experiencing bereavement.

Guidance on recognising and responding to our customers who may be experiencing financial hardship

Guidance on recognising and responding to our customers who may be experiencing a serious illness

Guidance on recognising and responding to 3rd parties who are supporting our customers

Guidance on the IDEA conversation model

Guidance on the TEXAS conversation model.

Guidance on the BRUCE conversation model

Guidance on the BLAKE conversation model

Guidance on how to speak with a customer who is threatening or talking about suicide.

Guidance on recording information about our customers vulnerability and what to do if they refuse consent.

Links to Skillcast training modules one, two and three.