Supporting Vulnerable Customers

Workshop overview:

Through insight, shared experience and case studies, this training course will better equip customer-facing teams to handle customers’ diverse needs.

A fundamental course for driving inclusive customer service, this course explores the drivers and indicators of vulnerability, along with appropriate responses and recording of disclosures. It is especially beneficial for frontline employees in the financial services, health and social care, utilities, telecommunications, and retail sectors.

Every organisation has customers who are facing situations that make them vulnerable. How we interact with those customers can either improve or hinder their ability to access the products, services and support they need. During this course, we explore ways to make a positive difference.

Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.

Learning outcomes:

By the end of this course, learners will be able to:

• recognise a wide range of situations and circumstances that can lead to vulnerability and the impact these have on individuals
• understand and identify the different and additional needs of customers experiencing vulnerability
• build a resource of useful and appropriate questions and responses, and know how and when to apply them
• recognise a range of practical steps to support a customer experiencing vulnerability
• understand the importance of signposting.

Interested in taking any of our workshops in-house?

Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.