APS Bank recently organised a two-day workshop focused on equipping its teams with the knowledge and skills to better support vulnerable customers. The event was organised through a collaboration between the Voice of the Customer Unit, which serves as the main contact point on customer vulnerabilities, alongside representatives from various customer-facing functions, and the Career Development Department.
The first day of the workshop, led by international expert Helen Pettifer, covered key areas including, recognising vulnerable customers and providing effective responses and support according to their needs.
Day two delved into managing sensitive conversations, including supporting customers facing financial difficulties. Practical tools were also shared to help employees manage their own emotional resilience and well-being, while being of service to others.
This initiative forms part of APS Bank’s broader commitment to enhancing customer care through continuous training and development for frontline staff.
Scott Lee Holloway, Head of Customer Experience, commented: “This workshop is one of many initiatives we foster to ensure our teams are equipped to offer empathetic, effective support when it matters most. It is also a key part of our mission to make banking simpler and more personal for everyone, ensuring we understand and support our customers in meaningful ways.”
