At Optimus, the customer is at the heart of everything we do and we believe every customer should be treated fairly and equally. Over the past two weeks, one of our Service & Success Leaders, Lauren Fifield, has been running a customer service training session on how to deal with vulnerable customers. The session covered how the team should recognise if a client is vulnerable, how to deal with the situation and an internal process of keeping track of them to ensure they receive the correct levels of care and service.
Lauren has completed training with the Institute of Customer Service a on Vulnerable Customers and is cascading her knowledge through the teams. Although much of it is simply common sense, it is extremely important that businesses have the appropriate measures in place to deal and process with vulnerable customers and identifying those customers should remain at the forefront of everyone’s minds when they are dealing with customers on the phone or any other form of communication. We want to ensure that all of our customers feel comfortable and safe when dealing with us.
We hope that this blog post has been informative and that you have learned something new about how vulnerable customers should be treated with care during a property transaction. If you have any questions or would like to learn more, please don’t hesitate to contact us.