The document discusses dealing with vulnerable customers in a fair manner. It defines vulnerable customers as those who are elderly, have language barriers, learning disabilities, or are under the influence. Agents should not proceed with a sale if the customer cannot make an informed decision. If an agent believes the customer does not understand the product, they should ask questions to check understanding and end the call if comprehension is still unclear, thanking the customer for their time.

1. Dealing with Vulnerable Customers

2. Introduction As you already know CPT has a corporate culture of Treating Customers Fairly. We believe that this is particularly important when dealing with “Vulnerable Customers”

3. What is our minimum standard of performance? Agents should not progress a sale/call where they believe that the customer was not capable, at the time of the contact, of making an informed decision as to whether or not to enter into the sale.

4. What types of customers do you believe are vulnerable? Vulnerable customers could be Elderly customers with Dementia / Alzheimer’s Customers whose first language is not English. (Serious Language barriers) Customers with Learning Disabilities. Customers under the influence of drink or drugs

5. What signs in the call could indicate that the customer is vulnerable? Incoherent responses Long silences. Yes, Yes ,Yes, Yes…….(Constant agreement with no other response) Slurred speech The presence of a helper

6. Don’t assume It’s important that you don’t assume that a customer is vulnerable. e.g.. you may speak to an 84 year old who is very clear thinking but a 50 year old could be suffering from dementia.

7. How to Deal with the call If you believe that your customer doesn’t understand what they are buying then you should use questioning to check. e.g.” What do you think the most important benefit is?” The question should be dependant on the campaign you are serving.

8. ACTIVITY Based on the campaign you are in what sort of questions could we ask to be certain that the customer has understood what they are buying into?

9. How to Deal with the call If the customer clearly doesn’t understand you shouldn’t proceed with the call. Thank them for their time and suggest if necessary that we post out an information pack. (This will be outlined on the script / call guide). Also note that in these situations you should not set up a policy for the customer by speaking to a third party (helper, carer etc) who claims they can speak on the customer’s behalf.

10. How to Deal with the call Suggested phrasing to end the call: “ Thank you for answering my questions. I’m afraid that from what you have told me, the product would not be suitable for you however, I would like to thank you for your time today/this evening.”

11. How to Deal with the call We appreciate that some customers who, due to the nature of their particular vulnerability, won’t question why we can’t proceed however If the customer does protest/asks for clarification, we recommend the following: “ We have a responsibility to all of our potential customers to ensure that we only recommend a product which fully suits their needs. It seems that in your case, the policy does not cater for all of your needs adequately.”

12. Summary In simple terms. If your customer doesn’t understand what they are buying ….you shouldn’t be selling to them.