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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
We were recently asked if we provided an eLearning version of our TRUST: Recognising Vulnerabilities and Making Reasonable Adjustments training sessions. Our enquirer really liked the course outline and was excited about the benefits it could bring their team, business and customers. The only issue was that they’d been asked to find an eLearning solution. Which led to a really interesting discussion about whether the delivery of the course content impacts on the effectiveness and long-term benefit of training. It was such an interesting debate, I thought I’d share it here.
A worrying stat from the Financial Conduct Authority’s Financial Lives 2022 Survey was that about 2 in 5 vulnerable customers are not being recognised until it’s too late. So we’re welcoming 2023 in with a mission to ensure all businesses and organisations are able to both recognise and support their customers, supporters and team members who may find themselves in a vulnerable situation and knock that number down significantly from an unacceptable 40%.
But who are they?
What vulnerable circumstances might they find themselves in?
How can we tell?
How can we help?
We’re delighted to welcome Jacqui Workman to our team in her new role as Associate Consultant and Trainer, Trust Sessions with effect from 4th January 2023.
ReynoldsBusbyLee MD, Elaine Lee and Jacqui have successfully worked together for more than a decade since they met whilst creating the Direct Marketing Association’s position and work on championing the needs of customers in vulnerable circumstances. More recently, Elaine and Jacqui created Trust Sessions which has trained customer facing staff from a wide range of businesses and organisations who, in turn, have rolled out their training across their teams.
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