How we helped 

One of the fastest growing energy suppliers asked us to help their key support teams improve the way they work with and look after the needs of customers in vulnerable situations. 

The ethics around handling vulnerable customers were incredibly important to our client. Not simply because the industry and regulation is moving towards this, but because it’s the right thing to do. 

Our client wanted their teams to recognise when they were speaking with a customer in a potentially vulnerable situation and be able to handle that call differently. They also wanted to increase the number of customers signing up to the internal register of vulnerable customers to help reduce the average handling time and help staff manage their wellbeing around handling these very different types of calls.

We helped the teams think about how they identify a potentially vulnerable customer by using their instincts and having specific criteria that help confirm if they needed to have a conversation with the customer about the benefits of being on their internal Priority Services Register (PSR). We also helped the teams think about how they manage those calls differently and how to demonstrate the right skills and behaviours. It was also crucial for the team members to manage their thoughts and resilience effectively.  

Results 

The programme was highly practical with a blend of experiential activities and reflective discussions. We evaluated live conversations, using techniques and tools from the programme, and each practical activity was followed by a structured feedback session that enabled participants to recognise the impact of using the techniques to their ability to handle vulnerable customers.

By the end of the programme, 87% of participants who attended felt very confident that they could put the skills into practice, and they were more aware of vulnerability and able to identify vulnerability during a conversation. As a result, the number of vulnerable customers being invited to sign up to the PSR increased with 66%. 

“We discussed something we’ve previously neglected and highlighted practical things we need do” – Advisor