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Tariro N

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At times, the support can feel a little distant or t...

At times, the support can feel a little distant or transactional, rather than fully engaging with me as the customer. While the information and advice provided are often helpful, there are opportunities to create a stronger sense of connection and partnership throughout the interaction. One area for development would be to engage more actively with customers by showing greater curiosity about their individual context, asking more exploratory questions, and tailoring responses to their specific needs and circumstances. Taking a little more time to understand what the customer is trying to achieve, acknowledging their perspective, and checking that the advice meets their expectations would help build rapport and trust. A more conversational and collaborative approach would make the experience feel more personalised and supportive. This could include inviting reflection, checking understanding, summarising key points, and ensuring the customer feels listened to rather than simply receiving information. Small changes in the way conversations are structured could make a significant difference to how valued and supported customers feel. Reviewed on: 7th July 2026

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