Articles - Helen Pettifer

Helen Pettifer is Director of Helen Pettifer Training Ltd and a specialist in the fair treatment of vulnerable customers.

She has a background in call centre management and is committed to customer service excellence. Her training ensures front-line staff gain the awareness and resources to confidently identify and respond to signs of vulnerability.

Helen Pettifer is a British Standard Institute (BSI) associate consultant for BS 22458: 2022 Consumer Vulnerability, a Mental Health First Aider, a Suicide First Aider, a Dementia Friend, and a Friend Against Scams Champion. Recognised as a changemaker, she was invited to become a Fellow of the Royal Society of Arts in 2022.

Connect with Helen on LinkedIn

The concept word Empathy on wooden cubes.
How to Develop Empathy as a Skill in Your Frontline Teams
White lily and blurred burning candles - video cover for statements for supporting bereaved customers
Agent Statements for Supporting Bereaved Customers
Upset and stressed person sat at computer
How to Support an Agent After an Angry Call
Gold checkmark and the words consumer duty
Are Call Centre Employees Equipped for Consumer Duty?
Hands reaching out - supporting vulnerability concept
How to Recognize and Assist Vulnerable Consumers
Treating venerable customers fairly webinar featured image
Webinar Recording: Treating Vulnerable Customers Fairly
Create Customer Engagement with Emotions Image
7 Models for Creating Customer Engagement
A photo of an office team having fun a Christmas
10 Christmas Customer Service Ideas for Festive Fun!
A picture of hands possessively guarding a series of coloured pawns
Training Your Team to Take Ownership
A photo of office fun
16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques
A photo of a signpost
How Signposting Helps Businesses to Support Vulnerable Customers
How to Encourage Customers to Disclose Vulnerability