Do you have vulnerable customers?
There is not one amongst us who does not have something significant going on in our life that consumes us - financial hardship, domestic violence, racial bias, bullying, physical health issues, age, even death - all of which take a toll on our mind-health (mental health).
Because of this, we each become vulnerable at some point. Vulnerable to anxiety, depression and major health problems. Statistics state that 1-in-5 of us will have a mind-health challenge in any 12-month period, 1-in-2 of us in our lifetime. The statistics are wrong, in my humble opinion.
It might be the work that we are involved with that brings a bias, but I am yet to speak with a person who has not been, is now, or is on the verge of being in a vulnerable situation. And, it is set to get worse unless we do something about it.
Having spent a lot of time working in contact centres coaching on managing vulnerable customers, it is apparent that more and more of us are becoming vulnerable given the increased volume of calls from such people. The biggest contributor seems to be financial hardship closely followed by health issues, physical and/or emotional.
Furthermore, it's not just their customers, it is the staff who deal with vulnerable customers who are also at risk.
Not only are they managing vulnerable people, but they also have their own personal challenges just like the rest of us. Emotional dissonance is a major issue for the customer service industry, being asked to react in a way that is counter to what we as humans would want to react if we feel attacked or emotionally attached.
What can we do to help those of us who have, are, or maybe on the cusp of becoming vulnerable? Just like my earlier awakening, knowledge is the key to understanding. Understanding what is going on with the majority of us is a great start, and understanding that we can help with empathy without becoming vulnerable ourselves.
The biggest thing we can all do, whether managing a vulnerable customer or when talking with a colleague or friend in a vulnerable situation, is to listen. Listen without fixing.
The next thing we can do is to acknowledge their situation - "Thank you for sharing", "I appreciate you telling me what is going on", "I can only imagine what you are going through", "That must be difficult" - and so it goes.
The third thing that we could do is to share, only if appropriate to do so - "I had something similar happen to me", "You are not alone in what is happening" - to tell the person that they are not alone.
Only if applicable, only if you have established a good rapport, and only if you are genuine, you could ask - "Have you told anyone else", "Are you getting any support", "Would you like me to provide you with details of an organisation who might be able to help".
Leaving a vulnerable person in a vulnerable position without offering support leaves them vulnerable still.
Let's talk!
Vulnerable Customers!