Or… How To Improve Everyone’s Experience By Thinking About Everyone.
By Phil Kitchen, Director, the Contact Centre Panel
Whether your business is in sales, customer service or any other, Call Centres deal with customers from all parts of society. By nature, customers are most likely to call when there is an issue that needs to be dealt with. Vulnerable customers often begin their interaction with your Call Centre from a place of frustration, so it’s important that you’re well equipped to deal with them and leave them with a good experience.
It’s important to understand how large an issue vulnerability is in our customer base: