Collection Training Tips for Managing Vulnerable Customers - Part 1 скачать в хорошем качестве

Collection Training Tips for Managing Vulnerable Customers - Part 1

In developing content for our Disability Awareness Module as part of our Vulnerability Training, we came across a collection call where the operator missed the customer providing 16 indicators of disadvantage. Like a lot of organisations, this may’ve happened only due to the operator following their internal processes and procedures. With customer hardship and vulnerability likely to reach unprecedented levels well into the future, companies need to be across this. In part 1 of this video series, I share 3 of the missed cues of vulnerability and some practical tips for customer conversations.