Wightlink goes the extra mile to support elderly customers

Staff at Wightlink are being advised by the experts on how to make sure older Islanders and mainland people experience excellent customer service while crossing the Solent.

Managers from Wightlink’s contact centre, customer relations and retail were at the first training session led by Age UK Isle of Wight on the best way to meet elderly people’s expectations and requirements while travelling by ferry. The knowledge will now be rolled out to all colleagues working on ships and in ports across the company.

“Younger members of staff need to understand what it’s like to have limited mobility, vision or hearing,” says Head of Customer Experience Sara Howden. “During the training we used weighted suits, modified glasses and headsets to give us a personal insight into the challenges elderly people often face in moving around an unfamiliar environment. We also learned more about how to support customers with dementia.”

Age Friendly Island – part of the Ageing Better programme and funded by the Big Lottery Fund – is working with many companies and organisations on the Island to raise awareness of the needs of their elderly customers. They include Hampshire Police, Southern Water and Tesco. On the Isle of Wight, 27 per cent of the population are over 65 years old and the number of over 80s is expected to rise by 40 per cent over the next ten years.

Jack Wedderkop, Age UK Isle of Wight’s Age Friendly Island Development Officer, says: “We were delighted that Wightlink sought our help to support its older customers and would encourage all companies to invite us in to deliver the training to their staff.”

Wightlink Operations Director Daryl Palmer adds: “Many of our customers are elderly and some may have disabilities. These practical sessions will be invaluable for everyone – whether they are experienced colleagues or seasonal staff who have joined us for the summer.”

Pictured: Wightlink staff learn about supporting elderly customers from Age UK Isle of Wight’s Jack Wedderkop.

For more information, contact Karen Woods on 07775 694266 or [email protected].