Where To Direct Your Focus When Working With Vulnerability
- 27 April 2023
When working on addressing the needs of customers in 'vulnerable circumstances' or 'vulnerability', here at RBL we think it's important to focus on the second part of that word - "ability". We guide our clients to ask or challenge themselves the question "am I providing the customer in a vulnerable circumstance with the appropriate support or reasonable adjustments, that they have the 'ability' to participate and engage?" If the answer is no, then it’s time to look again at what could change within internal policies, processes or practices that could change that outcome for your customers.
If you like the way we think then do get in touch to see how we could help your organisation to take a fresh approach to customer experience and enabling customers in vulnerable circumstances to get involved.