To create a sound customer vulnerability system the top management of the organisation must take direct ownership from the start.
A good place to commence is a culture assessment. If the organisation sets commercial sales targets as a total priority over all other objectives, then perverse incentives can be a latent by-product within the enterprise.
Such incentives may not lead to good customer outcomes or indeed addressing the needs and expectations of vulnerable customers.
The organisation should set clear priorities and policies that should be approved by the CEO and senior management. Communication of these policies is paramount and careful work may be needed to manage any required changes with the organisation to manage the desired effect.
Appropriate training will need to be given to all staff that interface with customers from call handling personnel, branch operatives, accounts, compliance, and sales personnel.
The training should be comprehensive and ideally top management should endorse and partake in such sessions and explain why this is necessary.
Training staff on the signs of vulnerability and what may trigger these issues is paramount. Indeed, there may be a requirement to alter or improve sales handling processes to identify weaknesses.
By using BS18477 the British Standard for service provision any organisation can be assured that it has adopted the highest standards possible. In addition, certification may be obtained from BSI that will demonstrate your organisation’s commitment to the highest customer vulnerability standards possible.
For further information and to book your BS18477 – Inclusive Service Provision survey please contact: Marcus J Allen at Thamer James Ltd. Email: [email protected]
Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and holds a master’s degree in Management Learning & Change from the University of Bristol.