Compassionate Customer Care

Choose from two ways to strengthen compassionate customer care within your organisation.

Compassionate Customer Care Award
Our award programme recognises businesses that provide exceptional customer care. We'll work alongside your organisation to embed compassion into every aspect of your service and support you on your journey towards becoming a recognised Compassionate Customer Care organisation.

Compassionate Customer Care Training
Available in person or online, our interactive training sessions give your teams the skills and confidence to deliver compassionate, person-centred customer care in every interaction.

Our Compassionate Customer Care Award recognises businesses that provide exceptional customer care. It is awarded to companies that complete our programme. We'll work with your company to support customers and embed compassion into every aspect of your service.

Our Compassionate Employers programme has been helping organisations look after their employees for 6 years. Now, we're using that expertise to help make sure customers receive the same compassion at the most difficult points in their lives.

If your customers are experiencing a bereavement, we can work with you to provide the right support. Our specialist team will assess your processes and advise on the best ways to improve them. Through this process, you'll earn a Compassionate Customer Care Award. 

Being part of the programme helps ensure you are providing the best customer care to those experiencing a bereavement.

Your employees will also benefit from having clear processes when interacting with these customers. We'll help you embed best practice so that staff are not left wondering what to say or feeling uncomfortable when supporting grieving customers.

Participants of the programme get:

• The opportunity to promote your award tier on your website for 12 months  
• Marketing materials to let customers know about your award. These include window stickers, posters and leaflets
• Bespoke training for your Line Managers and frontline colleagues on having Compassionate Bereavement Conversations delivered by one of our experts  
• Access to our Compassionate Bereavement Conversations e-learning module
• A listing on our Compassionate Companies leaderboard of most compassionate places to shop 

Companies are assessed on three areas of customer service – Ease of Customer Journey, Compassionate Interactions and Service Flexibility. 

For many customers, contacting an organisation following a bereavement can feel overwhelming. Alongside grief and loss, they may be managing practical responsibilities, complex administration, and unfamiliar processes at a time when their emotional and cognitive capacity is reduced. The quality of these interactions can have a lasting impact on how supported and understood they feel.

This workshop explores how organisations can create compassionate, consistent, and person-centred experiences for bereaved customers. Participants will gain a deeper understanding of how grief can affect communication, decision-making, memory, and behaviour, helping them respond with empathy and confidence during difficult conversations.

Through discussion, reflection, and real-life examples, participants will explore the bereaved customer journey within their own organisation and identify opportunities to enhance the support provided at every stage. The session also recognises the emotional impact that supporting bereaved customers can have on employees and explores strategies for maintaining wellbeing and resilience in emotionally demanding customer-facing roles.