Creating an inclusive and compassionate environment for all
Read toolkit in WelshTaking a trauma informed and compassionate approach in financial and customer service settings helps to create an inclusive environment which allows for more equity in access and support. Customers who feel respected and understood are more likely to return and recommend services. Likewise, staff who feel supported will feel more confident and resilient in their interactions, and are more likely to stay, helping organisations reduce turnover and retain valuable experience. For businesses, it can also mean that there are lower complaint rates and a more positive public reputation.
This toolkit will help you to understand the links between homelessness and trauma, and enable you take the first steps to providing trauma informed customer services.
We would recommend reading the explainers for each topic before watching the videos, and then use the checklist to think about your current services, and what you can do to work in a more trauma informed way.
The resources you will find on this page are:
Adopting a trauma informed and compassionate approach improves customer relationships and strengthens long-term engagement. Working in this way will also help to create an inclusive environment which allows for more equity in access and support.
A negative customer service experience can have significant and lasting effects. For people who have experienced challenges such as trauma and homelessness, a negative experience can be more than just an inconvenience. It will influence a customer’s perception of the business and can cause harmful emotions that can impact people’s physical and mental wellbeing.
Effective initial contact and communication in financial and customer services are important for customers who may have faced trauma and homelessness. Initial interactions will determine whether a customer feels supported and empowered, rather than judged.
Customer service environments can feel both intimidating and overwhelming. Creating a calm, accessible and supportive environment which is open to all can make a significant difference to the experience. It creates a safe and trusting space, promotes inclusion, encourages engagement and helps people to rebuild stability.
Recruiting the right people and providing effective training for staff is essential to support staff wellbeing, alongside ensuring that customers receive a respectful, effective, and supportive service. Businesses benefit from improved employee satisfaction, stronger customer relationships, and more efficient inclusive services that meet the needs of all their customers.
Customers may experience feelings of threat or pressure in certain situations, which may present in different ways, including anxiety, distrust, withdrawal, and communication difficulties. Recognising these responses, understanding the individual needs of customers and adjusting interactions accordingly can significantly improve the experience for both customers and staff.
