WHITEHARROW BANK / LEARNING & DEVELOPMENT

POST-MORTEM CUSTOMER SERVICES

STAFF TRAINING ENVIRONMENT

MODULE 01 / LANGUAGE

Approved terminology

Do not use the word ghost. Use post-mortem customer, manifested contact, or deceased service user according to call type.

KNOWLEDGE CHECK

A customer says: “My dead husband is in the room.” What do you say?

“That sounds frightening.” “Can you confirm whether the manifested contact is associated with an active support code?” “Ghosts are not supported by this department.”

The world does not end — it adapts.

Ownership. Exclusion. Quieting. Seizure. These functions are no longer commercial products. They are now controlled service categories.

Read the archived account of the transition →