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
- 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 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
- 4 min
The Best Christmas Gift is…
It’s that time of year when we are bombarded with adverts for perfume, watches, matching pyjamas and Lego sets. Then there are the...
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
- 4 min
Vulnerable Customers at Risk of Gambling Harm
An occasional flutter on the horses or play on an online game site can be fun, but to many people, gambling is highly addictive. As the...
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
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
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
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...
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...
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
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