How To Give Excellent Customer Service For Vulnerable People

Presented by

Jonty Pearce - Call Centre Helper, Jacqui Crawley - KMB, Mike Murphy

About this talk

Contact centres often struggle to deal with vulnerable customers. Topics to be discussed: •Security problems – passwords and account access •Selling to customers with learning difficulties •Avoiding patronising customers •Agent training •Listening without interrupting •Encouraging empathy •Not hiding behind the data protection act •The role of technology •Improved security using biometrics •Use of Different channels •Identifying vulnerable customer in the CRM system •Skills based routing for key customer groups •Top Tips from the Audience

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