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.