United Trust Bank
United Trust Bank identified that vulnerability handling in underwriting is very different to the training and guidance offered to customer service teams.
About the client
Power NI is the leading electricity supplier for homes and businesses in Northern Ireland. It is committed to providing sustainable energy and customer service excellence, while making a positive contribution to the community.
Power NI was the first energy company in Northern Ireland to achieve ISO22458, which officially recognises its Inclusive Service Provision. This includes website accessibility tools, using Relay UK for calls, applying the Plain English and Plain Numbers approach to communication and offering affordable payment plans.
The opportunity
Power NI recognised that their frontline teams were experiencing higher volumes of sensitive disclosures from customers facing vulnerable circumstances. These included conversations about suicide intent, where appropriate responses are critical. As a result, they wanted advice on how to navigate these interactions to protect both staff and customers.
The solution was two-part training which covered Managing Suicidal Customer Conversation and Employee Resilience and Well-being.
Why they chose Helen Pettifer Training
On a path of continuous improvement, Power NI had previously worked with Helen. The team respect her knowledge and professionalism in the area of vulnerability. They felt that she was the perfect fit for delivering training on the difficult, yet important, subject of suicide. They also appreciated that this could be offered in combination with staff well-being training.
The outcome
The training was delivered in Belfast over 3 days. This maximised the number of staff who could attend. Power NI received fantastic feedback from delegates, with many reporting a growth in confidence in how to handle difficult customer conversations. In addition, they found it insightful to have a fresh perspective on how to look after themselves, and each other, following challenging or emotional disclosures.
What the client said
“We would absolutely recommend Helen and her team to any organisation looking to learn more about how to look after customers in vulnerable circumstance.”
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