How can you train customer service representatives to handle customers with mental health issues?

1 Why is it important?

Handling customers with mental health issues is not only a matter of customer satisfaction, but also of legal and ethical responsibility. CSRs who are insensitive, rude, or dismissive to customers with mental health issues may violate anti-discrimination laws, damage the company's reputation, and cause emotional harm to the customers. On the other hand, CSRs who are compassionate, patient, and supportive to customers with mental health issues may enhance the company's image, build customer loyalty, and improve the customers' well-being.

2 What are some common mental health issues?

Mental health issues are conditions that affect a person's mood, thinking, and behavior. They can range in severity, duration, and impact. CSRs may come across a variety of mental health issues, such as anxiety disorders like panic attacks and phobias; mood disorders like depression and bipolar disorder; and psychotic disorders like schizophrenia and schizoaffective disorder. Customers with anxiety disorders may appear nervous, agitated, fearful or irrational, while those with mood disorders may be sad, hopeless, angry or irritable. Those with psychotic issues may experience hallucinations, delusions, paranoia or disorganized speech. All of these mental health issues can cause difficulty making decisions, understanding reality, expressing oneself, trusting others, or staying calm.

3 How can you identify them?

Identifying customers with mental health issues is not always easy or straightforward. You cannot diagnose a customer based on a phone call, an email, or a chat; however, you can watch for signs that may suggest a mental health issue. These signs can include unusual or inappropriate emotions, extreme or rapid mood swings, confused or illogical thoughts, distorted or impaired perception, and impaired functioning. For example, a customer might suddenly go from calm to angry, make contradictory statements, hear voices, have difficulty concentrating, or forget directions.

4 How can you communicate with them?

When communicating with customers with mental health issues, it is important to demonstrate sensitivity, empathy, and respect. Avoid making assumptions or judgments, as well as using jargon, slang, or sarcasm that may confuse or offend them. To ensure effective communication, you should listen actively and attentively without interrupting or dismissing the customers' feelings. Use clear and simple language without being patronizing or condescending. Express empathy and compassion without being pitying or intrusive. Show respect and politeness without being overly formal or informal. Lastly, be assertive and professional while setting and maintaining boundaries. Do not promise what you cannot deliver nor agree to what you cannot do.

5 How can you resolve issues with them?

Resolving issues with customers with mental health issues may require more time, effort, and patience than usual. You should not rush or pressure the customers to make decisions, nor should you argue or debate with them about their beliefs or perceptions. To best resolve the issue, you should identify the problem and goal by asking open-ended questions and summarizing the customers' needs and wants. You can then explore options and alternatives by offering suggestions and information that may help them achieve their goal. Afterwards, negotiate and agree on a solution by finding a common ground and a mutually acceptable outcome. Finally, confirm and follow up on the solution by verifying the details and responsibilities of each party. Doing so will ensure that the issue is resolved without leaving it unresolved or unclear.

6 How can you take care of yourself?

Working with customers with mental health issues can be rewarding, yet challenging and stressful. You may experience emotional distress, burnout, or compassion fatigue, as well as ethical dilemmas, safety risks, or legal liabilities. To take care of yourself and the customers, seek support and guidance from your supervisor, colleagues, or mentors. Share your experiences and feelings, and ask for feedback and advice. Additionally, update your knowledge and skills through training, education, or research. Engage in activities that make you happy and healthy to practice self-care and wellness; avoid those that harm you or others. Do not isolate yourself or suffer in silence; do not stop learning or improving; do not neglect your physical, mental, or emotional needs.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?