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Case Study: in-house training Skipton International

Skipton International asked us to arrange an in-house training course to support their employees in overcoming the challenges of effectively communicating with their older and more vulnerable customers.

The Need 

Skipton International pride themselves on providing excellent customer care. They contacted the GTA to arrange bespoke in-house training to support their staff to give the best possible service to clients of theirs who may be vulnerable. They offer this in-house bespoke training on an ongoing basis for new starters.

The Solution 

Working in partnership with Heimdallr Solutions, the GTA facilitated development of a highly interactive course that gives delegates first hand experience of some of the day-to-day difficulties faced by certain customers.

The course was designed and delivered by Heimdallr Solutions’ expert Occupational Therapist, Caroline Hayden-Wright, who has 30 years of experience and 16 years of providing management and training specialising in services for older people. This course is bespoke to the requirements of Skipton International and can be tailored to the needs of individual clients.

Delegates are invited to trial a wide range of equipment specifically designed to impair hearing and vision, as a way of simulating some of the effects of ageing.

While wearing this equipment, staff are asked to carry out typical work tasks and quickly realise some of the difficulties faced by their customers. Everyday actions like checking a mobile, navigating around furniture, entering and leaving the building, and climbing stairs soon become arduous.

The Impact 

Delegates who attend the course discuss ways of making the customer journey easier for customers who may be vulnerable.

Previous suggestions include:

  • making sure the pace at which information is shared is right for the customer;
  • sharing documents in larger print wherever possible;
  • making magnifying glasses available in meeting rooms;
  • introducing a specific signature text box to assist with signing legal documents in the correct space.

Josie Paint, Director of Operations at Skipton International, has noticed a difference in how the team deal with their  vulnerable customers since participating in this training:

“Although team members already had empathy with customers, the training highlighted what vulnerable customers have to deal with on a day-to-day basis. They now ensure that information is provided in a clear, concise way and close by asking the customer if they understood all the information they received. Companies working with older customers, such as banks, insurance companies, trust companies and even some retail businesses would benefit by sending their employees on this course. It would also be beneficial for care home workers, hospital staff and GPs”.

If you would like to book this in-house training for your staff to help them meet the needs of vulnerable customers please contact Aly Keeling (alyson.keeling@gta.gg) or call us on 01481 721555. 

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9th October, 2017

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