WHAT ARE THE TRUST SESSIONS?

First created in 2016, The TRUST Sessions were designed to help organisations to be able to better recognise vulnerability within their customer / donor / supporter bases and be able to determine which of the available reasonable adjustments are most appropriate for each individual customer's needs.

Covid-19 has seen us move the sessions to an online trainer-led platform via MS Teams and add a new section covering the pandemic and its impact on both customers and the staff serving them who may now be working from home, in the office or in a blended way.

With regulators and industry placing increasing focus on treating customers fairly, these sessions will help your organisation to keep up with the legal and regulatory requirements, plus best practice and new technology which can support customer facing teams.

WHO SHOULD ATTEND THE TRUST SESSIONS?
  • Contact Centre Managers / Head of Customer Experience
  • Team Leaders / Trainers / Senior Agents
  • Operations Managers / Compliance Managers
  • Marketing Managers / HR / Staff Managers
  • Policy and Compliance Staff
THE TRUST SESSIONS START WITH THE FOUNDATION BLOCKS OF RECOGNITION AND UNDERSTANDING

Almost every organisation will interact with consumers who, at times, will find it harder than usual to make informed decisions about the choices offered to them, due to their circumstances.

Ask yourself, does your organisation always know when you are interacting with a consumer in a vulnerable circumstance?

Can you easily identify those needing reasonable adjustments and are you able to offer alternative solutions rather than inadvertently making a difficult situation even more challenging? If the answer to any of these questions is “no” then we have a session for you.

In their February 2021 Financial Lives Survey report, the UK's Financial Conduct Authority noted that 53% of UK consumers currently show one or more characteristics of potential vulnerability (27.7 million) - based on their health, financial resilience and capability, and on life events that could be having a detrimental impact on them. The coronavirus pandemic has already affected these statistics with the FCA's October survey already showing a 15% increase on the numbers from the February survey.

HALF DAY SESSION

Run on MS Teams, our half-day session has been designed by vulnerability experts from within the direct marketing industry and is relevant to all organisations that interact directly or indirectly with the public. It's designed for those at either an introductory or intermediate level of knowledge. It will benefit a broad range of employees working with consumers in vulnerable circumstances.

During the session you will:

  • Appreciate that vulnerability is complex and changeable - helping you recognise vulnerability when you see it
  • Participate in breakout groups
  • Understand what reasonable adjustments can be made and decide which are the most appropriate for your consumers
  • Learn about the impact on your staff of handling contacts with customers and understand how to best support your teams
  • Take away a practical e-book to share within your organisation
£299 + VAT per attendee
FULL DAY SESSION

Also run on MS Teams, our full-day session has been designed by vulnerability experts from within the direct marketing industry and is relevant to all organisations that interact directly or indirectly with the public. It's designed for those at either an introductory or intermediate level of knowledge. It will benefit a broad range of employees working with consumers in vulnerable circumstances.

During the session you will:

  • Appreciate that vulnerability is complex and changeable - helping you recognise vulnerability when you see it
  • Participate in breakout groups
  • Understand what reasonable adjustments can be made and decide which are the most appropriate for your consumers
  • Learn about the impact on your staff of handling contacts with customers and understand how to best support your teams
  • Examine real life case studies to apply your learning
  • Take away a practical e-book to share within your organisation
£499 + VAT per attendee
ONE HOUR SESSION: HOW TO BUILD YOUR VULNERABLE CUSTOMER POLICY

As businesses and organisations became more conscious of the needs and requirements of vulnerable customers / donors within their communities, employees and managers are finding difficulty in delivering appropriate and consistent service and believe that they were failing this customer group. In addition, this lack of clarity and consistency are creating a potential harm to individuals and brand reputations.

There is a need to develop a policy for each organisation to define who that audience is and how the organisation will take account of their needs. Many regulators are now calling on organisations to have such a policy.

If you don't currently have one, or yours was pulled together by one individual or has been gathering dust on the shelf ever since it was written, then this is the session for you.

During this 60-minute session run via MS Teams, Elaine will share a framework with you that provides both structure and flexibility and will encourage you and your organisation to tackle the key questions. The framework provides practical guidance on the steps to follow and the considerations to make as the policy is created and implemented for your organisation as well as who should be involved.

You will receive a copy of the slides presented after the event.

£39 + VAT per attendee
WHAT PRIOR ATTENDEES HAVE SAID

“The session was brilliant!”

Louise James, Mind

“Being in a financial difficulties team, this is something I do and will experience all the time, so being able to literally experience how some vulnerable customers live has definitely benefited me.”

Olivia Edmonds, American Express

“The session provided us with brilliant insight and focus for our business to further develop its vulnerable customer processes and policies.”

Ben Sellers, Simply Health

“There are parts of the session that we can easily use with our contact centre teams.”

Colette Craney, RSA Group

“I was exceptionally impressed with Jacqui and Elaine!”

David Ramsay, World Vision

“There were some really useful topics covered today and I am excited to take these themes back to the organisation to discuss and roll out both in training and in a wider supporter experience way.”

Chandni Sahni, British Red Cross
WHO IS BEHIND THE TRUST SESSIONS?

TRUST was created by Elaine Lee and Jacqui Workman, who met whilst working together on the DMA’s Contact Centre Council back in the late 2000’s. They were instrumental in creating the DMA UK’s position and work on championing the needs of customers in vulnerable circumstances and have co-chaired the DMA’s Vulnerable Consumer Working Group since 2016.

Elaine runs a consultancy working with clients across the commercial and charity sectors, whilst Jacqui runs an outsourced contact centre in the Midlands serving clients in both the B2B and D2C arenas. They share a passion for the inclusion of customers in vulnerable circumstances and come together under the TRUST branding to deliver a wide range of sessions relating to the identification of customers in vulnerable circumstance, making reasonable adjustments, the well-being of staff interacting with vulnerable customers and the development of policies relating to vulnerable customers. Their experience and knowledge are unrivalled.

JACQUI WORKMAN
Owner & MD of KMB Ltd

Jacqui’s been with KMB, a Telemarketing Contact Centre in the Midlands, for 12 years and her role of Managing Director, sees her lead the company, motivate the team and deliver change within the business.

Jacqui is passionate about telemarketing and has led a transformation of the business over the past 4 years. She has a wealth of experience within the industry and has an expert knowledge in sales, marketing and the contact centre industry.

Jacqui is also one of the founders of “TRUST” - how to recognise Vulnerability, implement reasonable adjustments and deliver fair outcomes to all - a brand that she is proud to be part of.

Find out more at kmbtelemarketing.co.uk

ELAINE LEE
Co-founder & MD of Reynolds Busby Lee Ltd

RBL specialises in customer experience and the inclusion of customers in vulnerable circumstances. At the consultancy’s helm, Elaine has vast hands-on agency and client-side experience and a can-do attitude. As a client Elaine has worked in energy, wine, mail order hosiery and entertainment products. She is passionate about unearthing all customers’ needs, attitudes, and emotions, and then using this valuable insight to help organisations serve them better. While theory underpins her expertise, her practical experience and approach is valued most.

She is an industry mover and shaker when it comes to understanding vulnerable customers and has appeared on national news items, podcasts and webinars discussing the needs of customers in vulnerable circumstances.

Find out more at reynoldsbusbylee.com