Episode 4: Understanding Mental Health in Customer Service

The Silent Epidemic

Welcome to the fourth episode of The Silent Epidemic, brought to you by Omnia Health Group. In this series, we delve into the often-overlooked aspects of mental health, shedding light on the hidden truths that affect us all.
In this episode, host Hatice Mehmet-Quirk sits down with Kevin Grix, an ombudsman for various industries, including rail, travel, and sport. Kevin shares his unique perspective on the mental health challenges encountered in the realm of consumer complaints. Drawing from his extensive experience in dispute resolution, Kevin provides an in-depth look at the emotional toll on both consumers and those handling their cases.
Kevin recounts a variety of personal stories, highlighting the pressures faced by ombudsmen and their teams. He discusses the delicate balance between maintaining empathy and objectivity while managing high-stress situations. Kevin also shares the strategies he has implemented to support his staff’s mental well-being, from employee assistance programs to creating a supportive work environment.
Join us as we explore Kevin's experiences, discuss the broader implications of mental health awareness in consumer-facing roles, and uncover practical strategies for managing stress and maintaining well-being in demanding careers. Whether you're involved in dispute resolution, customer service, or simply interested in mental health, this episode offers valuable insights and practical advice.
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