The Challenge of Loss:
How to Serve the Grieving Customer

Overview: Individuals who are experiencing the loss of a loved one or other stressful life events such as divorce or the loss of a job may find it difficult to concentrate. They are often more indecisive and may be highly sensitive to what others say and do. This behavior makes business-client interactions challenging, uncomfortable, and time consuming. This seminar will provide your staff with the knowledge and skills they need to effectively and compassionately serve those who are experiencing the challenge of loss.

Audience: Anyone who sells to or serves the 50-plus customer, either on the phone or in person.

Objectives: This training will allow your sales and service staff to:

• Identify the types of stressful life events that are common in later life.
• Explain why people respond differently to loss, stress, and challenge.
• Understand the impact that grief has on one’s ability to interact with individuals during this difficult time.
• Learn and use communication skills that are both effective and efficient when dealing with customers experiencing a variety of stressful circumstances.

Outcomes:

• Fewer customer complaints and less lost business due to inappropriate or insensitive comments made by staff members who do not know how to respond to individuals experiencing loss.
• Reduction in the amount of time needed to conduct business.
• Staff will be less stressed and more confident when communicating with those who are grieving.
• Provision of options for particularly difficult calls.

Format:

• Three hours of instruction
• Classroom setting: lecture, discussion, exercises
• Informal, interactive approach
• Extensive handouts