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Janet’s weekly Blog – 11/05/20


Customer Support Standards

Pre-pandemic, we knew that people with mental health problems struggled to manage their financial wellbeing and access essential services, including financial services, water, energy, and telecoms problems and could be exacerbated by the coronavirus crisis.  

People with pre-existing mental health problems risk their condition deteriorating as they navigate challenges without much-needed help from loved ones or professionals.

Growing numbers of people start to experience poor mental health, distress and anxiety, which could in turn lead to struggles managing money and a fear of contacting essential service providers.

Many will struggle with the double whammy of reduced income and higher bills from being at home more.

To support essential service providers and their front-line staff, The Money and Mental Health Policy Institute have put together a list of eight urgent standards that organisations can adopt right now 

Eight standards that firms can adopt  to support the growing number of customers in distress

Just a few thought of mine

  • not disconnecting people from essential services writing to customers to let them know what support is available 
  • making it easier to get in touch remotely by increasing webchat capacity 
  • and offering callbacks
  • telling customers on websites and telephone on-hold messages, things like, which documents they’ll need, what questions might be asked, how else people can get in touch and what the likely wait time is 
  • breaking down information into manageable sections and waiting while customers write it down
  • helping customers stay in control of their spending by having easy to use spending caps or blocks on certain types of spending
  • signposting to additional support services

Please take a look at the The Money and Mental Health Policy Institute (link above) and see if there is anything you can use to help the people you care for.


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