Thought Leadership

Vulnerable customers can go unnoticed by organisations – if you’re not looking for the signs, you might easily miss them. It is important to assume that, potentially, all customers are vulnerable – there is no such thing as the ‘ideal’ customer. The CARE framework, for example, will help you to identify if a customer is vulnerable. Here are just some of the things you need to watch out for when you’re communicating with a customer:

The Institute’s CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation

Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign – developed and launched before we knew of the impending crisis – we have been calling on businesses to stand up and be counted for the good of the country.

The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.

Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?

The new overdraft rate of up to 49.9% will affect customers with poor credit scores

The company decided to compensate customers after acknowledging a previous mistake

After five successive drops “stretching back over a period of two and half years” the time has surely come for organisations to reverse this decline and get satisfaction back on an upwards curve.

The bakery firm is partnering with Just Eat to launch the new service

The changes, which will be introduced in May, will also see cashback capped

The new model was crowned best of the automobile bunch at an awards ceremony in London