Why Don’t Customers Tell Us About Their Vulnerable Circumstances? (Copy)

You’ve put systems and support measures in place to help vulnerable customers, yet the take-up is low. How can you encourage customers to access what they need?

In this 1-hour session we’ll explore the barriers to customer’s disclosing information, recognising and overcoming those barriers and thinking outside the box to encourage customers to share

We will cover:

• Understanding barriers to disclosure – including fear and shame
• Respecting privacy, personal preferences and perspectives
• Recognising barrier behaviours and characteristics
• Explaining the benefits and data protection
• Building trust and encouraging disclosure – over the telephone, in written communications and digitally