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EQ Podcast Supporting Vulnerable Customers

Supporting Vulnerable Customers And Staff

Thursday, 16 December 2021

Stuart Simpson from EQ Benefactor and Amanda Rochford, Head of Customer Accessibility & Inclusion at EQ, recently spoke about vulnerability and the changing needs of both customers and members of staff as a result of the pandemic.

Topics discussed in this episode include:

  • The fallout of the pandemic and the increase in financial vulnerability
  • The extra complications of dealing with bereavement because of COVID-19
  • The increase of online scammers as more people shopped online
  • Empowering staff to be able to make the right decisions to help customers

Defining vulnerability has never been easy, as there is not a one-size fits all approach. The pandemic impacted the financial stability of millions of people, but there were also many unforeseen knock-on effects as a result of lockdown restrictions. Stuart and Amanda discuss the challenges people faced when dealing with extremely challenging situations, such as a bereavement and the importance of training staff to deal with vulnerable customers.

Listen to the full podcast below:

This episode is part of the Without Boundaries Series, which focuses on ideas and practical solutions that regulated businesses can adopt to make positive change.