Good News for Vulnerable Customers
Understanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...
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Helen Pettifer
- 3 min
Communicating When Communication is a Challenge
Any customer service manual or training will emphasise the importance of effective communication. It will encourage staff to engage in...
Helen Pettifer
- 3 min
Supporting Bereaved Customers and Employees
As the Bereavement Pay & Leave Bill is scheduled for its second reading in the House of Commons on 18 March, this article focuses on...
Helen Pettifer
- 3 min
High Levels of Empathy
Anyone who knows me is aware that I wear my heart on my sleeve. In conversation, my responses are emotionally driven – I am quick to...
Helen Pettifer
- 3 min
Good news for Inclusive Service Providers
I approach life with a glass-half-full attitude. In my work, I actively seek out the progress being made by organisations, the good...
Helen Pettifer
- 4 min
Buy Now Pay Later: A Financial Solution or Trap?
The option to shop online using Buy Now Pay Later products has provided many shoppers with flexibility. They can make their desired...
Helen Pettifer
- 3 min
What Happened in 2021?
2021 has been a whirlwind of a year for most of us. It feels as though we are constantly adapting, trying to find new ways of doing...
Helen Pettifer
- 3 min
Can you Offer a Quiet Hour this Christmas?
Our shopping centres, offices, supermarkets, and stores are decked out with lights, trees, and festive displays. The Christmas songs are...
Helen Pettifer
- 3 min
Focusing on Ability
Following on from my previous ‘Lived Experience’ article and marking the International Day of Disabled Persons on Friday 3 December, I...
Helen Pettifer
- 2 min
Understanding Vulnerability through Lived Experiences
Consumer research is an essential part of business planning. The greater the understanding of your customer base, the easier it is to...
Helen Pettifer
- 3 min
The Cost of Being Kind
I recently read a social media post. A lady was thanking a stranger who had given her 20p at a hospital parking machine. The small...
Helen Pettifer
- 3 min
Support with FCA Compliance & Social Responsibility
As a vulnerable customer consultant, I help regulated companies to achieve and evidence compliance with the Financial Conduct Authority’s...
Helen Pettifer
- 2 min
Supporting Customers Through Short-term Vulnerability
It can happen to any of us; we are ticking along nicely and then the rug is suddenly pulled from under our feet. Our daily routine and...
Helen Pettifer
- 3 min
Do you read the T & C's?
Insurance renewals, loan applications and even entering a promotional competition, there is always a box to tick to confirm that you’ve...
Helen Pettifer
- 5 min
Facing Our Fears
Halloween is a time to come face to face with our fears. What better opportunity to explore how fear impacts customer communication and...
Helen Pettifer
- 3 min
What does the Sunflower Lanyard Mean to you?
You may have seen someone wearing a sunflower lanyard, but what does it mean? The green and yellow sunflower lanyard is a discrete, yet...
Helen Pettifer
- 3 min
Suicide Prevention in the Workplace
*** Warning: This article explores the topic of death *** In 2019, 5,691 suicides were registered in England and Wales. The Office of...
Helen Pettifer
- 2 min
Using Complaints to Inform Inclusivity
Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...
Helen Pettifer
- 3 min
Challenging Poverty
The pandemic placed us all in a position of uncertainty and insecurity. Access to services, activities and social gatherings were...
Helen Pettifer
- 3 min
Building Employee Resilience
In a customer service role, employees are faced with all manner of requests and potentially tricky situations. They need to think...
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
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