By Angie – at Angels Admin Support
I many posts and articles about Vulnerable Customers, I consult with, and provide training to clients within the Financial Services sector about Vulnerable customers, so I am aware of the need for Vulnerable Customer training, resources, empathy, and understanding, but in the past I don’t think that I have fully understood the importance of how vulnerability is dealt with - that is until I was myself in the position that I was classed as Vulnerable.
My dad passed away in February 2023, and he had various Insurances, Policies, and Accounts where companies needed to be informed about his passing. So, as executor to his Will, I had to call and speak to these firms and let them know that these policies needed cancelling and why. What can I say, what an experience that was!!
Car Insurance – I’m not going to name the providers in any of these scenarios, but let’s just say they are all well-known firms that my dad had been a customer of for years, that you would expect to have well trained staff who would recognise from the conversation that you have with them, and by what you are telling them, that you are vulnerable. The person that I was talking to was fine with the opening of the call, but as soon as I said “ I’m calling to cancel a policy that my dad has with you as he has sadly passed away” this sent them into what can only be described as “rabbit in headlights” mode, they did say “I’m sorry to hear that” but then were completely stuck, they didn’t know what to say or do, after stuttering and saying “erm” quite a lot I was put on hold for some time so that they could go and speak to someone about what I needed to do, when they came back on the call they very quickly reeled through a list of requirements and couldn’t wait to get off of the phone! It was awful.
Motorbike Insurance – This was so much easier, the employee was calm, polite, considerate, and made me feel that they were able to deal with my call, they knew their stuff. I wanted to ask them who their training provider was, and if all employees within their company were trained to this standard!
General Account - I also experienced what I refer to as a “scripted” and uninterested call. I explained the reason for my call, and they then went straight to “I’m sorry to hear that, can you please give me the deceased name, date of birth, and policy number” and then reeled through a set of questions and told me what I needed to do, but there was no empathy at all. That is not really what you want when calling to inform a company that your dad has died! It just makes you feel like your call was an inconvenience to them.
Although I have only given three examples, there were more and sadly it was not a positive experience, I can only feed back to you that out of the many calls I made, only 1 or 2 dealt with the situation well.
It just made me think about the entire process, and the points below:
How is it ok to subject an employee to answering calls when they do not know how to deal with them properly?
Also how is it fair on the caller, who is already upset, stressed, and overwhelmed with the things they are trying to sort out, to have an employee who is uncomfortable and inexperienced to deal with their call? Is this good customer service? No!
Why aren’t firms testing that the training they are providing to employees is effective and understood by them?
Are firms putting themselves in the customers shoes? Would they want to have these experiences when calling in to the firm?
Basic customer service methods need to be used – more human, less of the robotic scripted/do not care/ or do not get paid enough to care attitudes!
With the FCA always highlighting through their guidance the importance of firms needing to recognise, and understand, the needs of vulnerable customers, and to ensure that they are treated fairly, I think that perhaps firms really do need to take a step back and look at how they are training their employees, and treating their customers, especially those who may be experiencing vulnerability.
Has this made you think about how Vulnerable Customers might feel when they call your firm? Maybe It is time to review your Vulnerable Customer process?
If you would like to see how we at Angels Admin Support can assist you with your Vulnerable Customer policies and procedures, Staff Training, or any of the other things mentioned in this blog, then please do get in touch, we would love to hear from you.