APS Bank recently held a dedicated training session titled “Empathy: Navigating Disclosures of Vulnerability” for its Contact Centre team. This initiative forms part of the Bank’s ongoing commitment to better support vulnerable customers and equip colleagues with the skills needed to handle sensitive conversations with confidence and care.
The workshop was developed in collaboration with Helen Pettifer, a UK-based expert in customer vulnerability. The participants explored specific customer circumstances through a card game, ‘More Than Meets the Eye’, which helped them better understand the complexities behind customer disclosures.
This session is one of several initiatives run by APS Bank, designed to foster a culture of awareness and empathy across the organisation.
The response from colleagues was overwhelmingly positive, highlighting the importance and impact of this practical and values-based training.
Scott Lee Holloway, Head of Customer Experience at APS Bank, said:
“This workshop gave our colleagues tools to respond with empathy and understanding. We know that vulnerable customers trust us with sensitive situations, and it’s our responsibility to meet them with care and professionalism.”
APS Bank remains committed to placing customer wellbeing at the heart of its service approach.
