Every organisation needs a strategy for identifying and understanding vulnerable customers. This means the processes for dealing with these customers and the tools to enable employees to manage customer relationships with sensitivity and emotional intelligence.
FourNet works with organisations of all sizes and types – enterprise and public sector – designing solutions to support some of the most vulnerable members of society.
Our teams work with organisations which support people living with dementia through to vulnerable customers in the housing sector, local authorities and financial services.
Are you able to guarantee your customers always receive the right information when they get in touch with your contact centre?
Why Supporting Vulnerable Customers is Good for Business
Supporting vulnerable customers is not just an ethical and legal obligation, but also a business opportunity that can lead to numerous benefits for both customers and the business. By adapting their services and support to meet the unique needs of vulnerable customers, businesses can increase customer satisfaction, boost sales and revenue, enhance their reputation, comply with legal regulations, and demonstrate their commitment to social responsibility. Furthermore, prioritising the needs of vulnerable customers can also improve employee satisfaction and motivation.
What is Agent Vulnerability?
Agent vulnerability refers to the emotional and mental strain that customer service agents may experience when interacting with vulnerable customers. To protect agents, businesses can take several steps, including comprehensive training, establishing clear policies and procedures, providing support and resources, implementing technology solutions, and encouraging self-care. By taking these steps, businesses can ensure that agents are equipped to handle difficult situations with empathy and professionalism while also prioritising their mental and emotional well-being. Ultimately, protecting agents is crucial to providing high-quality service and support to all customers, regardless of their circumstances.
How to Support Vulnerable Customers
The ongoing impact of the pandemic, the war in Ukraine and the cost-of-living crisis is having an effect on virtually everyone across the UK. Commercial organisations, public sector bodies, families, individuals have all experienced some level of impact, leading to a number of vulnerabilities.
While these issues affect a growing number of people across the country, they are also impacting the organisations which provide services and support for them.
Download our new report on Supporting Vulnerable Customers to learn about key causes of vulnerability and spotting it. Then look at how effectively tackling it can be beneficial to your organisation.