Glad Tidings We Bring
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...
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Helen Pettifer
- 4 min
Which Customers Are Most Vulnerable to Scams?
Providing a positive customer experience is a focus for most businesses, but sometimes the damage to your reputation comes from external...
Helen Pettifer
- 3 min
Collaboration to Reduce the Risk of Suicide
In January 2023, the Government announced that a cross-party Suicide Prevention Strategy would be published this year. Encompassing the...
Helen Pettifer
- 4 min
How Does Stress Affect Customer Service?
April is stress awareness month, so I want to bring your attention to the impact that stress has on customer service. Financial,...
Helen Pettifer
- 4 min
How Can We Encourage Digital Engagement?
Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply,...
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
Bullying in the Workplace
An Ofcom survey revealed that 39% of 8 to 17-year-olds have experienced bullying on or offline, but this doesn’t end as we reach...
Helen Pettifer
- 3 min
Please Don’t Interrupt
When we have something to say; a question to ask, an opinion to share, an explanation to deliver, it is so much easier when our flow...
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
Good News for Vulnerable Customers
Understanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...
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
- 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
- 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
- 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
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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