Part of our Consumer Duty Toolkit session series. A practical, confidence building toolkit session with useful takeaways.

Navigating the dynamic landscape of customer service can sometimes mean dealing with unacceptable customer behaviour.

We understand that life can bring its set of challenges, putting people in vulnerable and life changing circumstances and in times of trouble or distress, people may act out of character, and, in a very small number of cases, may behave in an unacceptable way despite best efforts to help.

This makes it difficult for firms to then deal with, support and manage queries or complaints effectively and can have a serious impact to the wellbeing and confidence of frontline colleagues.

Organisations have a duty to protect the welfare and safety of their colleagues. They should be able to come to work without fear of violence, abuse, harassment, or discrimination.

In this 1-hour workshop, Jenna Birchall will share key insights into essential best practises for firms to effectively manage these situations.

Learning outcomes:

• Recognise signs of unacceptable customer behaviour
• Reduce the risk of unacceptable customer behaviour
• Actions you can take to address unacceptable customer behaviour
• Support tools for colleagues
• Implementing an Unacceptable Customer Behaviour policy
• Creating clear roles and responsibilities when it comes to reporting and managing unacceptable customer behaviour

Speaker biography

Jenna joined Helen Pettifer Training and her team in April 2024 as a Vulnerability Consultant. Her role and key focus is to support all clients in differing aspects relating to customer vulnerability, organisational vulnerability strategy, regulatory compliance, and best practice.

Cost: £29 plus vat per person

To book: email Deborah@createsolutions.co.uk or phone 0161 870 6637. Zoom details will be sent in advance of the session.