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
- 3 min
Unbanked & Financially Vulnerable
It may seem impossible to live in modern society without a bank account, however, research from the Financial Conduct Authority suggests...
Helen Pettifer
- 3 min
Inclusive Holiday Season
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...
Helen Pettifer
- 4 min
Exploring the Value of Compassion
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...
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
- 3 min
Improved Services for Vulnerable Customers
In this article, I want to champion some of the fantastic solutions that organisations have developed to improve services for Vulnerable...
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
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
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
- 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
- 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
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...
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
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