Last updated: 11 September 2024
How to help
Given that one in six people experience a mental health condition each year (according to NHS research – click here to view), you are likely to come across many customers and clients with a wide range of mental health needs.
Often, you will not know the person has a mental health condition, and so it is important to understand how a condition can affect a customer’s behaviour, and how you can best support that person.
Speaking to the customer
- A customer may seem uncomfortable, restless, distressed or nervous. They may also appear fidgety or jumpy. Ask if there is anything you can do to help.
- Be patient, encouraging and non-judgemental.
- Do not assume that someone with a mental health condition lacks the capacity to make decisions about what is best for them.
- The customer will find it harder to make a decision if you rush them, so give them plenty of time.
- Be honest and realistic with the customer about how long their request will take to process. Explain who will contact them, how and when.
A calm environment
- Busy and noisy environments may be particularly stressful for the customer. Provide a quiet place, where customers can wait and offer to bring items to them.
Accessible communication
- Large amounts of information may be overwhelming. Try to break down information into manageable chunks.
- Have information available that the person can take home and refer back to.
Taking payment
- Never force the customer to make a purchase or complete a form, if they seem unsure. They may prefer to come back another day. Equally, offer your help to work through forms and choices, should the customer wish.
Final thoughts
Travelling on public transport or being in busy public spaces at peak times can be stressful and overwhelming. Keep a look out for customers who may need additional assistance.
Offer help with navigating busy spaces and direct them to quieter seating areas. Introduce the customer to other colleagues who can help them on the next stage of their journey.
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