Help your organisation compliantly and responsibly recognise vulnerable customers within the UK and make the appropriate reasonable adjustment to ensure inclusivity, to reduce the risk of creating harm or detriment and deliver fair outcomes for your customers.
The course will be delivered across 3 consecutive days as 3 x 2.5 hour sessions from 10am to 12:30pm UK time.
Course Categories: Diversity & Inclusion, Responsible Marketing
To discuss your options, please get in touch with one of our learning and development team:
This session is aimed at managers and senior leaders.
With 53% of the UK population estimated to be in a vulnerable position at any one time, marketers need to recognise these customers and understand how their needs can affect the products and services offered. This session will inform your responsible marketing strategy and tackle the challenge of diversity and inclusion of all customers.
Jacqui Workman has worked within the contact centre and customer service sector since 1978. As Group Services Manager for Sunlight Service Group managing 20 service centres thought out the UK. Moving to Patientline Ltd in 1998 managing all sales & customer service activities including all staff and an integrated call centre delivering sales & service to 155 hospitals across the UK.
Since 2009 Jacqui has been Managing Director of KMB Telemarketing Ltd. KMB is an inbound - outbound telemarketing agency with over 30 years' experience creating customers for our clients, and have a proven track record of delivering excellent results in the marketing industry.
Jacqui has been Chair of the DMA Contact Centre Council & is currently Co-Chair of the DMA's Vulnerable Consumer Working Group, a member of the Alzheimer's Society and has been a Dementia Friend.
Elaine Lee, has been a direct marketer since 1993 working in Energy, Wine, Hosiery and Entertainment and was responsible for telemarketing and customer service across Europe before taking on a global remit for an entertainment company.
In 2005 Elaine co-founded ReynoldsBusbyLee and has worked with clients to build growth through Customer Experience Elaine is passionate about unearthing all customers' needs, attitudes and emotions, and then using this valuable insight to help businesses serve them better. While theory underpins her expertise, her practical approach is valued most. She is an industry mover and shaker when it comes to understanding vulnerable customers.
Elaine joined the DMA's Contact Centre Council in 2006 before becoming Vice-Chair and then Chair (2011-14). Elaine is now Co-Chair of the DMA's Vulnerable Consumer Working Group; she is a board member for TPS Limited and a Trustee on the Global Sightsavers board as well as chairing two international boards
To discuss your options, please get in touch with one of our learning and development team: