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Addressing customer vulnerabilities in complaints management workshop

All our customers are different. The differences can be due to a range of factors including culture, needs, abilities and personal circumstances.  The differences can lead to vulnerabilities - possibly for only a temporary period but also longer term, such as significant health issues.

The Equality Act 2010 identified nine protected characteristics which are protected in law and are important for us to consider in service design and delivery.  The recent British Standard, BS18477, also encourages organisations to more widely develop strategies and processes that deliver inclusive services that meet the specific needs of all customers.

This one-day workshop is designed to help you to identify and address customer vulnerabilities when managing customer complaints and enquiries.   

The workshop includes sessions on these topics:

  • Equality Act 2010 and BS 18477
  • Potential customer vulnerability, individual needs and barriers
  • Dealing with customer vulnerability
  • Planning, designing and developing an inclusive complaints service.

Workshop delivery: The workshop is offered as a public session or as an in-house event.

Cost: The cost is £325 per delegate. 

Next step: For more information or to make a booking, please email SOCAPiE.

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