Your employees should be given access to resources that help them to signpost. They might even need to ring on the customer’s behalf to make an appointment. They should clarify how the other organization can help. The ideal is if your employees can clearly explain to the customer why they are directing them elsewhere. This could help to identify relevant organizations that need to be added to the list.Įffective signposting takes more than pinning a leaflet on a noticeboard. Your employees may be able to draw on their experience and share customer issues that they were not able to resolve. With signposting on the agenda, introduce it in staff meetings. You can then begin to build links that could be of real value to your customers. The best option is often to meet with local organizations. Is it a drop-in service, online support or do individuals need to call and speak with someone? Make sure to find out the relevant information, such as opening hours or a direct phone number. It is also useful to know how to access help. It is important to really understand how each organization can help – do they provide a listening ear or practical support? Is the service free and, if not, what is the cost for an initial meeting? To help get your list started, here are a few organizations that offer support with debt management: Step Change or Money Advice Service and your local Citizen’s Advice Bureau. You can then begin creating a list of what services are available. Which organizations could you direct customers to, if they shared such information with you? It is also worth considering the causes of financial vulnerability, including redundancy, relationship break-ups and gambling. You might make contact with the nearest benefits agency and a local will-writing solicitor. If you are a financial institution, you might start by exploring local debt management services and credit unions. The first step towards effective signposting is to build knowledge of local and national charities that are directly relevant to your industry and your customers. What Do You Need in Order to Effectively Signpost Vulnerable Customers to Other Organizations? They can explore other options and have a better chance of getting the necessary support. If you cannot help, but you can actively direct the customer to access support from someone else, it is not the end of the line. Consider the abuse victim who planned to leave, but has to return because the bank’s policy meant they couldn’t withdraw money from their account without their partner’s signature. This may sound dramatic, but imagine a confused dementia sufferer who is sitting in the cold through winter because they can’t understand a change in their energy company’s payment process. If the issue remains unresolved, that individual and others reliant on them could be at risk of serious harm. That customer may see no other options they may feel helpless. If we are unable to help and that is the end of the conversation, it could be the last straw. None of us can fully understand another’s situation. It is recommending relevant organizations who you know can offer a level of specialist support. It isn’t just fobbing someone off by pointing them in the direction of someone else who you hope will take over. It could be to a non-related organization that could provide relevant support.Įffective signposting is dependent on a good understanding of other local and national organizations. This could be to a specialist within your company who has the knowledge, skills or resources to best meet their needs. In the context of customer service, signposting is directing people to other individuals, charities or third parties who can help them. This article explores what signposting is and what you need in place to action it. As part of your toolkit, signposting can be a valuable extension to what you offer. Even with the best intentions, it is unlikely that you can meet all needs in-house. As an organization, you should make every effort to support them. When it comes to vulnerable customers, their needs may be incredibly diverse. Some may be routine others are a little more complex or bespoke. Whilst they have your attention, they are looking to you to help them complete a range of actions. Many of your customers will approach you with multiple requirements. Helen Pettifer discusses how a technique called “signposting” can improve your customer support, particularly when dealing with vulnerable customers.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |