IT & eCommerce
Communicating With and Understanding Older/Vulnerable Customers
This is a participative course in which the delegates wear a range of equipment to simulate some of the effects of ageing whilst carrying out activities which are relevant to the work area.
The delegates will gain insight into what it is like to be an older or vulnerable person and have the opportunity to design effective changes to the customer journey and experience.
The course is aimed at:
- Frontline staff who have experience of dealing with the public
- Technical and communications staff who design websites and information materials
- Call centre staff who have telephone contact with older/vulnerable people.
- The ageing process
- Demographic changes and financial importance
- Vulnerable customers
- Practical exercise and role play
- Improving communication and business practice.
Delegates attending this course will gain insight and empathy which will improve their communication skills with older and vulnerable customers.
Potential for business improvements following improved communication and increased customer satisfaction.
Heimdallr Solutions Ltd
The Directors of Heimdallr Solutions Ltd, Will Hughes and Jim Ponsonby, together have 50 years of operational experience working with government departments, law enforcement, military and intelligence agencies in over 60 countries worldwide.
Whilst maintaining a global operational capability to assist government and commercial clients with enhanced due diligence, open source intelligence, cyber security, physical security and intelligence lead operations, Will and Jim also provide bespoke training within the workplace which draws on their unique knowledge, experience and insights - not what you find in a handbook or training manual.
Click here to visit the Heimdallr website.