Date | 12 May 2025
Location | Live Online via Microsoft Teams
Did you know that between 1-3% of UK adults stammer?
Despite this, many customer verification processes do not account for speech differences, potentially leading to misunderstandings, stress, and even service denial.
In this insightful webinar, Claire, a counter-fraud expert who stammers, will explore how stammering affects customer interactions, security verification, and fraud prevention.
Key Discussion Points
- Stammering & Communication Challenges
– How people who stammer use avoidance techniques, and what happens when substitution isn’t possible.
- Fraud Prevention & Security Checks
– Why financial institutions require fixed-answer security questions (e.g., name, phone number, postcode).
– The perception bias: How pauses in speech can mistakenly be seen as dishonesty (APA, 2021).
- Legal & Compliance Risks
- How failing to accommodate stammering can lead to non-compliance with:
– The Equality Act 2010
– Consumer Duty of Care
- Finding the Balance: Fraud Detection vs. Customer Care
- Practical insights on inclusive verification processes that support customers while preventing fraud.
Why Attend?
- Gain first-hand insights from a counter-fraud expert with lived experience.
- Understand the impact of speech differences on fraud detection.
- Learn best practices to make customer interactions more inclusive.
Join us for this essential discussion on creating fair and accessible customer verification processes.
