Vulnerable customers can go unnoticed by organisations - if you’re not looking for the signs, you might easily miss them. It is important to assume that, potentially, all customers are vulnerable – there is no such thing as the ‘ideal’ customer. The CARE framework, for example, will help you to identify if a customer is vulnerable. Here are just some of the things you need to watch out for when you’re communicating with a customer:
The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. Jo address the 'perfect storm of political, economic and consumer uncertainty drastically affecting spending in the UK', and suggests brands…
After five successive drops “stretching back over a period of two and half years" the time has surely come for organisations to reverse this decline and get satisfaction back on an upwards curve.
The company decided to compensate customers after acknowledging a previous mistake
The new overdraft rate of up to 49.9% will affect customers with poor credit scores
The bakery firm is partnering with Just Eat to launch the new service
The changes, which will be introduced in May, will also see cashback capped