Vulnerable Customers Archives ⋆ Page 2 of 2 ⋆ Institute of Customer Service

Delivering Service during Challenging Times Media Coverage

Jo Causon on BBC Radio Surrey & Sussex

January 12, 2021
Jo Causon

Institute's CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service,…

Delivering Service during Challenging Times Press Release

More than a million over 65s have experienced bad customer service because of their age

December 21, 2020
The Institute of Customer Service

New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…

CEO Statement Delivering Service during Challenging Times

Keep the customer experience alive through lockdown to maintain loyalty

November 16, 2020
Jo Causon

By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges across all sectors of our economy – and it is clear that businesses continue to face daily challenges to keep…

Delivering Service during Challenging Times Top Tips

Tops tips: Developing a culture of agility and innovation

June 24, 2020
The Institute of Customer Service

The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving “new normal” business environment these attributes will be crucial in determining whether organisations succeed, or…

Delivering Service during Challenging Times Top Tips

Top tips to serve your vulnerable customers better

March 30, 2020
The Institute of Customer Service

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: