EFQM | Primary Partner

Removing the stigma of vulnerability - A Customer Experience SIG

Thursday 14 September @ 10:00am - 2:30pm

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Vulnerability or victim? Are you truly listening to all of your customers? 

Homeserve logo - Hosts of Customer Experience SIGThe importance of ensuring vulnerable customers are treated fairly, with empathy and sensitivity is a growing priority in business.  It is inevitable we will all experience vulnerability at some stage in our life and this can affect our confidence, ability to make decisions and capacity to represent our own interests. At a time when customers need help, they are often faced with preconceived views and opinions that are a long way from the reality of the situation. This is one of those moments in life where the way you are treated will never leave you.

This Special Interest Group (SIG) event will be hosted by HomeServe, an organisation which has been on through an amazing transformation to become one of Glassdoor’s top 3 places to work in the UK. HomeServe has also been recognised in the top three UK Services companies for Customer satisfaction in 2017, in the UKCSI study.

Delegates will hear from Arriva Rail London. Around 70 million journeys are undertaken by disabled customers on the UK rail network each year – and that number is rising all the time. Sam Russell, Communities & Stakeholder Manager, will talk about how his Train Operating Company took over an unloved and inaccessible railway and created a network which is pioneering in its support for customers requiring additional help to complete their journey. He will also look at the challenges facing the wider industry going forward and how the railway seeks to continue to improve the experience for Arriva’s vulnerable customers.

Delegates will also hear from Nationwide with regards to how they are working to develop a culture of understanding and empathy, embedding the appropriate behaviours in their colleagues through training and ensuring vulnerable customers are being fully supported for more successful outcomes.

After the SIG, guests will have the opportunity to tour HomeServe’s head office to understand more about their journey and processes. To register for the tour please tick the appropriate box on the event booking form.

 

Why attend?

  • Share real life examples of how vulnerability has impacted an experience with or as a customer via the facilitated group activity.
  • Network with like-minded individuals on the topic of vulnerability, customer listening and customer experience.
  • Hear how different organisations develop a culture of understanding and empathy.
  • Share your thoughts and questions during the panel Q&A with the event speakers.
  • Learn some real and useful tools for listening to both internal and external customers.
  • Be able to make an informed judgement of your own organisation’s approach to listening to its customers.

 

Location

This Special Interest Group is kindly being held by one of our Gold Members, HomeServe, at its offices in Walsall. For directions to the venue please download this PDF.

A shuttle bus to and from HomeServe will be provided if you are travelling by train into Walsall station. Further details will be confirmed when booking onto the event.

 

09:45 Registration and Refreshments.
10:15

Welcome and Introduction – HomeServe

Greg Reed, CEO at HomeServe Membership will share the turnaround story and how it has embedded a people first culture which has transformed Customer satisfaction and employee engagement.

10:45

Facilitated Group Activity

In groups, delegates will discuss their own definition of vulnerability and share some real life examples of how vulnerability has impacted an experience with or as a customer.

11:00

Arriva Rail London

Sam Russell, Communities & Stakeholder Manager, will talk about how his Train Operating Company took over an unloved and inaccessible railway and created a network which is pioneering in its support for customers requiring additional help to complete their journey. He will also look at the challenges facing the wider industry going forward and how the railway seeks to continue to improve the experience for our vulnerable customers.

11:30 Break.
11:50

Nationwide

Sarah Liddon, Senior Service Propositions Manager, will talk about the journey they have been on to embed Vulnerable Customer within the society.  Enabling confidence and capability to support members in vulnerable circumstances is a key priority for them, and this is reflected in the compassionate support they provide when life feels uncertain. Ranging from a skilled frontline response to the availability of specialist support with a named case manager – they flex their response with the unique needs of the individual in mind.

12:20 Facilitated Group Activity.
12:30

HomeServe

Bryn Hamer, Customer Director at HomeServe will provide insight into how HomeServe helps vulnerable customers in a really unique way.

13:00 Panel Q&A.
13:30 Lunch and Networking.
14:30 Close.
14:30 Optional interactive tour of HomeServe.
15:00 Close following tour.

 

Details

Date:
Thursday 14 September
Time:
10:00am - 2:30pm
Member Price
£ 50 +VAT
Non-member Price
£ 95 +VAT
Please note, Gold Members are allocation two free places to our Special Interest Groups as part of their membership package.
Event Category:

Venue

Cable Drive, Walsall WS2 7BN United Kingdom + Google Map