How to Give Excellent Customer Service for Vulnerable People
Thursday 8th November 2018 – 1pm GMT / 2pm CET
Contact centres often struggle to deal with vulnerable customers.
From people suffering from dementia, learning disabilities, as well as physical disabilities such deafness and blindness, contact centres need to be able to provide great customer service, with care and dignity. The same techniques can also apply to non-native speakers.
In this webinar we look at the best ways to give consistent service to vulnerable people.
And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.
Topics to be discussed
Security problems – passwords and account access
Selling to customers with learning difficulties
Avoiding patronising customers
Listening without interrupting
Not hiding behind the data protection act
The role of technology
Improved security using biometrics
Use of Different channels
Identifying vulnerable customer in the CRM system
Skills based routing for key customer groups
Top Tips from the Audience
This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.