Thamer James Blog

A progressive organisation that is seeking to create a sound programme to handle vulnerable customers should consider billing arrangements. In particular the customer must be able to read the bill in a format that is accessible to their needs. This links back to a...

Organisations seeking to demonstrate that they are at the forefront of handling vulnerable customers should plan to provide adequate information in a timely and easily accessible manner. Information should be made available on the following: The practicality and...

Organisations seeking to create a sound customer vulnerability management system need to appreciate and understand the risk elements denoted below. Staff deployed to handle customers whether in a call centre or in person need to be aware of the relevant risk issues....

An organisation should plan its range of service provisions to address vulnerable customers. Some sales channels may prohibit certain groups that do not care for just IT orientated platforms. Indeed, some enterprises only now offer services ‘on-line’. Banking is an...

For staff to fully appreciate customer vulnerability, training programmes need to be established that enable sound questioning and alerts to be established early in the customer handling process. Therefore, staff should be able to handle customers in an unobtrusive...

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...