Empathy in Action: The 4 Elements to Supporting Vulnerable Customers

In this video we take a look at how to navigate customer conversations with compassion and empathy, by employing four key elements: circumstances, impacts, needs, and support.

You’ll learn the importance of understanding the context of a customer's circumstances, identifying the impacts these circumstances have on their lives, and then addressing their needs with appropriate support.

For those working in a customer facing role, awareness of these elements will enhance your ability to connect with and assist customers with care and understanding, creating positive outcomes for both the customer and your organisation.

#CustomerSupport #VulnerableCustomers #EmpathyInAction #Vulnerability #VulnerableCustomers #ConsumerVulnerability

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About Helen

Helen Pettifer is Director of Helen Pettifer Training Ltd and a specialist in the fair treatment of vulnerable customers.

She has a background in call centre management and is committed to customer service excellence. Her training ensures front-line staff gain the awareness and resources to confidently identify and respond to signs of vulnerability.

Helen Pettifer is a British Standards Institution (BSI) associate consultant for BS 22458: 2022 Consumer Vulnerability, a Mental Health First Aider, a Suicide First Aider, a Dementia Friend, and a Friends Against Scams Champion. Recognised as a changemaker, she was invited to become a Fellow of the Royal Society of Arts in 2022.

Connect with Helen on LinkedIn:   / helen-pettifer-unlocking-vulnerability