One of the recommended strategies for improving vulnerable customer service is cross-sector data sharing. This is where two or more organisations collaborate to better identify and serve customers facing difficult...
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Having difficult and serious conversations about suicide can be upsetting for all concerned, and put simply, our response can make a difference between life and death. A confident, compassionate and...
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Every business will face customers who wish to express their dissatisfaction with the services provided. For this reason, it is important to establish an effective complaints process. However, I’ve seen...
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Consumer Duty requires companies to consider inclusivity in every decision. The FCA wants us to plan products, services and processes with the perspective of our customers in mind. Especially important...
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When was the last time you reviewed your customer journeys to monitor the experience? It’s a process we’ve been working on as part of our website update. The challenge is...
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The festive season is a time of hope and giving, so let’s enter into the spirit of Christmas in this article. Although this has been a challenging year for many,...
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It may seem impossible to live in modern society without a bank account, however, research from the Financial Conduct Authority suggests that around 1.1 million UK adults are ‘unbanked’. Why...
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Providing a positive customer experience is a focus for most businesses, but sometimes the damage to your reputation comes from external sources. Fake websites mimicking legitimate organisations are one of...
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In January 2023, the Government announced that a cross-party Suicide Prevention Strategy would be published this year. Encompassing the NHS, schools, transport services, prisons and the media, with advice from...
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August is a peak time for holidays, whether it’s a day trip to the beach or flying off to an exotic destination. These adventures provide a chance to reconnect with...
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We speak, listen, question and write every day and, with the right techniques, these skills can deepen personal and professional relationships. So, how do we ensure that our communication skills...
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One of the underpinning messages that I promote is the importance of compassion. We never know the full extent of what is going on in people’s lives and how this...
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In April, the Government published two documents that aim to address the issue of economic abuse. With this issue in the spotlight, I wanted to explore this form of financial...
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April is stress awareness month, so I want to bring your attention to the impact that stress has on customer service. Financial, economic, social and work pressures make us all...
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Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply, communicate, bank, shop, learn and work online. This brings many advantages, however,...
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In this article, I want to champion some of the fantastic solutions that organisations have developed to improve services for Vulnerable Customers. Benefits Calculator Changing circumstances and cost of living...
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Words are essential to communication. They can unite and empower or divide and discriminate. The words we choose can make our message meaningful or meaningless. In this article, I explore...
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4th January is World Braille Day, and it commemorates the birth of Louis Braille. As a lover of history, avidly discovering the when and why of our past, I felt...
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