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Key Takeaways
Understanding the emotional landscape: Recognising the emotions of customers facing terminal illness is crucial for effective service delivery.
Compassionate support: Services should offer quick, efficient, and compassionate assistance to those experiencing terminal illness.
Effective communication: Listening actively and mirroring clients' language can enhance communication and build trust.
Training in unique needs: Essential service providers must be trained to recognise and address the specific needs of terminally ill customers and their families.
Trusted individuals: Establishing a system for nominating trusted individuals to manage accounts can alleviate stress for those dealing with terminal illness.
Emotional support: Providing emotional support and acknowledging the challenges faced by customers is as important as offering practical assistance.
Continuous training: Staff interacting with customers facing life-limiting cond...
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