A Masterclass in Dealing with Customer and Employee Vulnerability

The subject of vulnerability is extremely nuanced – one that many people are often uneasy discussing. According to a recent study by the Financial Conduct Authority, a massive 47% of UK adults show one or more characteristics of vulnerability; a statistic that highlights how every company is dealing with people in vulnerable circumstances every single day, despite the fact they may not even realise it. So, what are some best approaches when dealing with vulnerable customers? And how can businesses tackle the privacy aspect of this complex equation?

In this episode, we speak with Ola Taiwo, an expert in this field through his work as the Head of Customer Service at Look Ahead, a specialist housing association and provider of tailor-made care and support services.

We dive into:

• The biggest challenges around speaking and engaging with people with vulnerabilities
• How to safeguard employees and ensure they’re trained effectively to work in these spaces
• Tips on how to collect, hold, curate, and activate extremely sensitive customer data
• The ways in which he brings the voice of the customer into his organisation
• How he builds cross-organisational relationships and integrated offerings with third parties
• What’s next for his customer service team

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To register an interest in becoming a guest, get in touch via serece.hannon@iqpc.co.uk

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