Vulnerable Customer Session 2: Making Reasonable Adjustments
Time & Location
About the Event
Session 2: Making Reasonable Adjustments
23 June 2021 | 14:00-16:00 | Teams
Making Reasonable Adjustments to Deliver Fair Outcomes for Vulnerable Customers
In this session we explore how a customer may interact with an organisation and how a vulnerable circumstance may be identified across a number of contact channels. We explore what Reasonable Adjustments could be offered and how to determine which is the most appropriate option to better support each customer’s needs. The session covers a number of models for handling contacts with customers in vulnerable circumstances to enable the delivery of appropriate, consistent, and fair outcomes. We share practical tools which can be used within the attendees organisation which enable them to assess and determine in a structured manner which is the best option for each customer. It encourages consideration of whether the agreed outcome is fair for both the organisation and customer.
Objectives of the session:
• Understand what reasonable adjustments and how they can be made
• Develop your skills to select and implement solutions
• Deliver fair outcomes for your customers
Delegates will receive a copy of the slides for future reference
Delivered in association with TRUST, founded by Elaine Lee and Jacqui Workman, specialists in customer experience and the inclusion of customers in vulnerable circumstances. They also co-chair the DMA’s Vulnerable Consumers Working Group.
Who Should Attend
Contact Centre Managers/Head of Customer Experience / Team Leaders / Trainers / Senior Agents / Operations Managers / Compliance Managers / Marketing Managers / HR / Staff Managers
Recent Delegate Comments
"Given me a better realisation of what customers can be experiencing whilst we deal with them"
"Parts of today's sessions were a real eye opener and easily shared"
"Very informative and a good basis for taking on board other ideas to improve what is already in place"
Per session: £149+VAT per person
Session 1 & 2 : £250+VAT per person
Book a place now – email: firstname.lastname@example.org