New business academy to support distressed customers and staff

In June 2010, the multiple award winning probate recovery business, Phillips & Cohen Associates (UK), Ltd. became the founding member of Samaritans’ Academy. The membership scheme is designed to help businesses equip staff with the skills to manage customers in emotional distress and to reduce stress in their own workplace.

Samaritans is an established workplace training provider, in its eighth year of designing and delivering bespoke, specialist courses. Areas of expertise include effective communication through listening and questioning skills, how to manage difficult contacts, managing traumatic events and stress in the workplace. The charity’s clients have included: HM Prison Service, Department of Health, Accenture, Legal and General, Norwich Union and the Police.

Phillips & Cohen Associates (UK), Ltd. is a market leading debt recovery company which specialises in probate collections, in handling sensitive cases and in assisting vulnerable consumers. The company has invested with Samaritans to re-train all staff on key listening skills and on the sensitivities around managing distressed customers towards a positive outcome.

Upon helping found the Academy, Adam Cohen, CEO at Phillips & Cohen Associates said: “The economic climate has caused a significant increase in the levels of financial hardship experienced across the UK. Treating customers with respect and compassion are fundamental principles of our business, and we recognise becoming the founding member of the Samaritans’ Academy as a way of re-emphasising this commitment. We specialise in assisting vulnerable consumers and it is essential that our staff possess the necessary tool kit to enable them to deal with people, and in an environment where consumers are not only in financial trouble but also significant emotional distress.

“We want to take the industry lead and demonstrate that it is possible to take a positive approach to debt recovery and also ensure that we manage the stress levels of our own staff. By becoming the founding members of the Samaritans’ Academy we are confident we are getting the right training and expertise to provide emotional support to those that need it”.

Phillips & Cohen Associates (UK), Ltd., will also enhance the service offered to its clients by actively signposting callers to Samaritans where customers are particularly distressed, ensuring that customers are provided with the contact details they need to connect them to the specialist help they require. “This sets a new benchmark in customer service” Cohen adds.

Peter Wallwork, CEO, C SA and DBSG commented: "The Samaritan's Academy is an initiative that has the full support of the Credit Services Association (CSA) and professional collections community. The move by Phillips & Cohen Associates (UK), Ltd. to become the founding member reflects well on the individual business and our industry as being genuinely committed to working with debtors with respect and compassion wherever we can."

For more information on Samaritans please visit www.samaritans.org

For more information on becoming a member of the Samaritans’ Academy please contact James Winkworth on Tel: 0208 394 8352 or email j.winkworth@samaritans.org .

Media contacts:

Sal Lalji, Samaritans – 0208 394 8348 or email s.lalji@samaritans.org
Nick Cherry, Phillips & Cohen Associates (UK), Ltd. – 0161 8775554 ext 3020
or email ncherry@phillips-cohen.co.uk