How Can We Encourage Digital Engagement?
Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply,...
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Helen Pettifer
- 3 min
Respectful Words
Words are essential to communication. They can unite and empower or divide and discriminate. The words we choose can make our message...
Helen Pettifer
- 5 min
World Braille Day
4th January is World Braille Day, and it commemorates the birth of Louis Braille. As a lover of history, avidly discovering the when and...
Helen Pettifer
- 3 min
Building an Inclusive Work Culture
Complying with the FCA Guidelines on the fair treatment of vulnerable customers is not a quick tick box exercise. It depends on...
Helen Pettifer
- 3 min
Uncovering Hidden Disabilities
There are over 14 million people with a disability in the UK. That is more than a fifth of the population. Fewer than 8% of those...
Helen Pettifer
- 3 min
Challenging Perceptions & Judgements in Customer Service
Being judgemental is a human trait, however, it is one that we need to challenge if we are to provide a positive customer experience for...
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
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
- 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
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
- 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
Access to Cash
According to Financial Conduct Authority (FCA) research, 1 in 6 adults found it harder to make payments during the pandemic. This was due...
Helen Pettifer
- 3 min
Leadership and a Culture of Care
In my experience, initiatives relating to the fair treatment of vulnerable customers are often targeted at customer service teams....
Helen Pettifer
- 3 min
Is There A Better Word?
What does the word vulnerability mean to you? For many people, it implies weakness, dependency, and fragility. Historically, it may have...
Helen Pettifer
- 3 min
Can Inclusivity Unlock Spending Potential?
Does your business strategy focus on gaining a competitive edge and increasing sales? If so, I have the solution!
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
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