The theme for this seminar is: Dealing with vulnerable customers

The theme for this seminar is: Dealing with vulnerable customers

Organisations are increasingly challenged by the number of vulnerable customers they find themselves servicing. Whether that is due to age, disability, income, mental health or other circumstances, contact centre advisors need to be supported in handling enquiries effectively.

Case studies from John Lewis and Co-op will demonstrate some of the changes these organisations have adopted to support vulnerability.

During this half day session, we’ll explore how your complaints team can identify and support vulnerable customers. The presentations and roundtables will focus on:

  • How to refine processes to ensure that they accommodate vulnerable customer scenarios
  • How advisors can identify vulnerability in customers
  • How to spot signs of stress in your complaints team and how to support their well being
  • How to use well-being techniques to enhance performance.

During this event you will also have the opportunity to see the Co-op complaints team in action. As always, you’ll have the opportunity to meet with your peers to share ideas and experiences on this topic

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

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Where and when?

Date: Wed 8 Jan 2020

Time: 12:30 pm - 4:30 pm

Location: Manchester

Who is it for?

Complaints and Customer Relation Leaders and Managers, Customer Experience professional, Business Improvement Managers, Contact Centre Managers

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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