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...

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...

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...

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...

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...

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...

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...

Using Complaints to Inform Inclusivity

Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...

Building Employee Resilience

In a customer service role, employees are faced with all manner of requests and potentially tricky situations. They need to think...

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....

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...

My Blog

Advice, understanding changes to rules and guidance, personal stories and much more!