Age Friendly Customer Service

Older customers hold the largest share of the UK’s spending power, yet many feel overlooked. We can help.

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.

Research shows that 1.3 million people in the UK aged over 65 have experienced poor customer service or mistreatment purely because of their age. Most won’t complain - but they will tell others.

Our Age Friendly Customer Service webinar, developed in partnership with Skills Development Scotland, helps customer-facing teams understand the importance of older customers, the challenges they may face, and practical ways to improve their experience.

It will help to highlight your organisation’s strengths, identify areas for improvement, and equip your team to engage effectively with older customers. Participants will explore how factors like cognitive decline and sensory loss can impact interactions, learn to recognise potential barriers, and develop effective, empathetic communication strategies.

As a result of attending this live webinar, 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

You can also contact our training team at sales@agescotland.org.uk or call us on 0131 668 8045.