Age Friendly Customer Service
Older customers hold the largest share of the UK’s spending power, yet many feel overlooked. We can help.
Research shows that 1.3 million people in the UK over 65 have experienced poor customer service or mistreatment purely because of their age. Most won’t complain - but they will tell others.
No one sets out to provide a bad customer experience. When it happens, it’s often because the customer’s perspective wasn’t fully considered.
Our Age Friendly Customer Service (AFCS) workshop helps customer-facing teams understand the importance of older customers, the challenges they may face, and practical ways to improve their experience.
Through engaging discussions, group work, and case studies, participants explore how factors like cognitive decline and sensory loss can impact interactions, learn to recognise potential barriers, and develop effective, empathetic communication strategies.
We have delivered AFCS to participants across various sectors, and 100% of attendees have said they would recommend the workshop to a colleague
This workshop will highlight your organisation’s strengths, identify areas for improvement, and equip your team to engage effectively with older customers.
As a result of attending this workshop, attendees will:
- Recognise the value older customers bring to businesses
- Identify barriers older people face and how these impact customer interactions
- Develop inclusive communication skills for face-to-face and telephone engagement
- Understand how to adapt organisational systems for greater age inclusivity
The workshop was brilliant. It highlighted a lot of points that I had not thought about, but which are really important for our organisation. Lots of tips on improvement we can make and what we are currently doing well
Age Friendly Customer Service participant, 2023
Developed in partnership with Skills Development Scotland
Make an enquiry
Get in touch with us for a discussion or to find out more about Age Friendly Customer Service