Need to train staff in how to show empathy.

Summary: Need to train staff in how to show empathy.

I called to ask for advice as I had started to clearly miscarry at 6 weeks pregnant (first pregnancy aged 40 so unfamiliar with processes for maternity issues) and I was looking for advice on what steps I needed to take and where I needed to present myself to should I need to. It was like I was talking to a robot. You'd be better off investing in an automated AI chat bot to answer calls if that is how people are spoken to. I wasn't looking for a counsellor in that moment or emotional support - I was merely looking for humanity. I understand 100% about needing to remain professional, boundaried and on topic and not wanting to cast opinion (that is in fact my own job as a psychotherapist). But oh my days - please please please have your staff trained in how to showcase empathy, humanity and compassion whilst being able to stay on script. As a therapist I was able to reflect and consider what a call like that would be like for someone perhaps not able to juggle the emotional toll the experience was having on them whilst talking to someone they were looking for support from and the psychological damage the lack of care that came across could add to someone in that situation.