13 May 2024
by Jules Eames FCICM (Grad); PGCE, Iain Young MCICM(Grad)

How to handle a difficult conversation | Interactive Template

Download the interactive guide for handling a difficult conversation with a customer suffering from poor mental health.


This Interactive Template will be available EXCLUSIVELY to CICM Members from July 1st!

You can test your knowledge and skills with this example conversation between a collector and consumer struggling with their mental health and capability to make their payments on time.

Can you select the correct conversation pathway and find a solution that provides a good outcome for this vulnerable customer?


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