With increased regulator guidance and the impacts of the UK economic situation, identifying, supporting and treating vulnerable customers fairly has never been more important.
In order for firms and customer facing teams to improve the experience and reduce further harm during customer journeys, it’s vital vulnerability is flagged.
We will cover:
Why should we be flagging vulnerability?
How do we gain consent?
Mental Capacity
Flagging Vulnerability compliantly
Making Notes on customers
Signposting and concerns for welfare
Presenters
Helen Pettifer is a leading authority on vulnerable customer issues and training. Helen works with organisations, across all sectors, helping them develop an awareness and understanding of their vulnerable customers, and how to successfully support them.
Gayle Parker is a Certified International Privacy Professional (CIPP/E) and has helped lots of organisations successfully prepare and implement programmes for GDPR. Her passion is helping organisations protect themselves and their customers. She has no nonsense, helpful approach that cuts through the jargon and gives organisations practical advice.