Focus on how services can be made available and accessible to all. Whether it be emphasis on using clear, concise language to help those with literacy/cognitive problems or providing multiple communication channels.
No business wants to cause its customers needless distress or difficulty. Staff morale and skill levels improve when they are equipped to help people. Employees should be authorized to exercise discretion in managing vulnerable customers, which can be rewarding and interesting.
Demonstrate to your regulators that you anticipate and meet the needs of your customers. Win more business whilst increasing stakeholder confidence with the service you provide to all customers - regardless of circumstance.
Avoid negative publicity as a result of getting customer service wrong. We’ve all seen newspaper consumer interest stories about elderly people being treated poorly by utility companies, or recently bereaved people given harsh treatment. While this level of service is seldom deliberate, having processes in place will help to prevent this damaging publicity.