Common challenges to identifying and recording vulnerable customers

In this video, Helen outlines some of the common challenges she sees within organisations when it comes to identifying and recording vulnerable customers.

The common challenges Helen shares are:

1. Indicators — Not equipping team members to pick up the words/phrases, indicators or cues in customer conversations
2. Lack of confidence – Team members having limited or no confidence to start or progress customer conversations
3. Knowledge of support – Team members not having the knowledge or feeling equipped to step out of process
4. Systems and vulnerability flags – Team members having limited knowledge of where and how to flag vulnerability internally


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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