Agent Statements for Supporting Bereaved Customers

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Handling calls from bereaved customers can be challenging, but a compassionate approach can make a meaningful difference.

To find out some practical techniques and statements agents can use in these sensitive interactions we spoke to Helen Pettifer, Director of Helen Pettifer Training Ltd.

Video: Statements for Supporting Bereaved Customers

Watch the video below to hear Helen explain statements that can be used to support bereaved customers:

Thanks to Helen Pettifer, Director of Helen Pettifer Training Ltd and a specialist in the fair treatment of vulnerable customers, for contributing to this video.

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Five Key Steps for Supporting Bereaved Customers

Follow these five steps to provide compassionate and effective support during sensitive conversations with bereaved customers.

1. Acknowledge Their Loss

Always start by acknowledging the disclosure with empathy:

“I’m sorry for your loss. I’m sorry to hear this is the reason you’ve had to contact us today.”

This initial response helps the customer feel heard and respected.

2. Listen Actively

Allow the customer to guide the conversation. Some may want to focus on practicalities, while others might need to share more about their situation.

“Then actively listen. Some customers may want to move on to practicalities, others may want to tell you more. Avoid sharing your thoughts, experiences or advice on their situation. Grief is a very personal thing.”

Avoid offering personal advice or experiences, as grief is deeply individual. Helpful responses include:

“Thank you for sharing that and making us aware. Would you like to discuss the account today or were you calling to let us know?”
“I know you have a lot to deal with right now. I will explain our process and help make this an easier task for you.”

3. Provide Follow-Up Options

Grief can make it difficult to absorb information. Offer to follow up in writing to help them review details at their own pace:

“I will put all the points we discussed in an email so you have everything you need in writing.”

4. Acknowledge Emotions

Grief manifests differently for everyone. Customers may express emotions like crying or frustration.

“Grief affects people in different ways. During the conversation the customer may get emotional. This may be expressed through crying or frustration. These are normal reactions which you can, and should, acknowledge.”

Show understanding and create a supportive environment:

“This is a difficult time for you, take your time, there’s no rush.”
“If you need to take a break at any time during the conversation, please let me know, we can go at a pace that feels comfortable for you.”

5. Adapt to Their Needs

Let the customer set the pace of the conversation, pausing when needed and allowing them to decide when to continue. This approach helps ensure they can process the information you provide.

“Pause and allow the customer to determine when the conversation continues. Letting them lead the pace will increase the chance that they’re able to process any information you share.

Supporting a customer through the emotional, and often complex, organizational bereavement process can help them to feel less overwhelmed and even cared for. Your approach can make a difference.”

By offering empathy, patience, and clear support, agents can help bereaved customers navigate a difficult time with less stress and a sense of care. Your approach can make a lasting difference.

If you are looking for more great insights from the experts, check out these next:

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Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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