Challenging Behaviour

To deal with customers’ challenging behaviour, I make sure I listen completely to everything they have to say first so no further frustration or confusion is caused. I understand the customer and give them a lot more time by speaking slowly and checking that they understand regularly before I continue. As we will only speak via email or phone calls in Aldermore, we aren’t able to change our environment for them which do make dealing with challenging customers easier for Aldermore as an organisation.

Whilst speaking to the customer I do make a small report on my notes to detail certain things they could be struggling to understand and if I feel like they are a vulnerable customer. If I have any concerns I am able to report this to my risk