Resolver Vulnerable Situations

Ana BelicApril 8, 20201min

Co-op Service Centre consolidated complaints handling across its Food and Funerals businesses, embedding consistent standards based around a clear and simple purpose: to “Put it right” when things go wrong.

They delivered a bespoke Resilience training programme leading to transformed outcomes for their most vulnerable customers.

Judge feedback: “Encouraging to see that they are stepping outside the box and looking at different ways to appease the customer instead of redress. The Heart training initiative, and how the agency listened to their teams to create a bespoke solution and the launch is impressive.

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Ana Belic