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Trauma informed customer care toolkit: Creating a compassionate and inclusive environment for all

Why trauma informed practices matter in financial and customer service settings 

Experiences of trauma are more common than often acknowledged. It’s likely that most of us will experience an event in our lives that could be considered traumatic—but we won’t all be affected in the same way. Research suggests that 50–70% of people will experience trauma at some point in their lifetime. 

The effects of trauma will vary widely, but if unaddressed it can remain with people and significantly influence our thoughts, feelings, and behaviours—both towards ourselves and others. It shapes how we engage with people and respond to situations, and this applies equally to both customers and staff in a financial or customer service setting. 

Every customer will have a history you can’t see. Taking a trauma informed approach in financial and customer service settings, especially one shaped by those who have lived experience of trauma and homelessness—ensures that whatever people’s past or present experiences, they leave their interaction feeling respected, understood, supported, and in control of their next step. 

Adopting a trauma-informed and compassionate approach improves customer relationships and strengthens long-term engagement. It also creates an inclusive environment, making access and support more equitable. Customers who feel respected and understood are more likely to return and recommend services.  

Likewise, staff who feel supported will feel more confident and resilient in their interactions, and are more likely to stay, helping organisations reduce turnover and retain valuable experience. For businesses, it can mean that there are lower complaint rates and a more positive public reputation.  

The Toolkit: Grounded in lived experience 

This toolkit has been co-produced with five Crisis Experts by Experience—people who have lived through trauma and homelessness These experts decided on the six core themes, the content, and messaging they felt was most important for staff in financial and customer service roles to understand.  

The aim.  

  • To help staff better understand the impact of trauma and provide practical ways to support people who have experienced both trauma and homelessness. 
  • To ensure staff respond to stressed customers with patience and empathy, recognising signs such as anger, withdrawal, or anxiety as stress responses rather than personal attacks, in order to effectively de-escalate situations. 
  • To reduce staff burnout and compassion fatigue by training them to recognise trauma responses, fostering a healthier workforce that delivers better services and improves staff retention. 
"I’m quite certain and very hopeful that the toolkit will be well-received. Those that suffer, whether it be financially, emotionally, mentally or physically, I truly believe that it could change the way individuals look at each other and help to understand what people are going through. And if they don’t, they have a toolkit which they can just follow! 

Louis – Expert by Experience 

“I'm hoping people who read the toolkit will learn empathy and compassion, and recognise that even when people are looking fine, they may still be carrying trauma, and how important it is to be considerate and helpful, to make things easier for people.” 

Sahar – Expert by Experience 

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