Callcentrehelper.com – Webinar Series 2018

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
  • Agent training
  • Listening without interrupting
  • Encouraging empathy
  • 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.

Meet the Speakers

Mike Murphy
Genesys

Jacqui Crawley
KMB

Jonty Pearce
Call Centre Helper

Live Assistance

Live Assistance