Attendees particularly value Helen’s expert, compassionate use of personal experience to make vulnerable-customer issues relatable and memorable. They describe sessions as interactive, thoughtfully structured and engaging, combining practical examples, discussions, workbook exercises and useful signposting resources. Her FCA knowledge, empathy and ability to answer questions help participants explore difficult conversations with confidence. Reviewers say they leave with concrete tools, improved awareness and approaches they can apply immediately in customer-facing and wider workplace roles.
Generated from recent reviews; may not reflect every review
About this course
A 1-day course to challenge assumptions and build confidence in how to identify, respond and support vulnerable customers. Through insight, shared experience and case studies the training will better equip customer-facing teams to deal with customer’s diverse needs.
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.
What you will learn
Learning Objectives
By the end of this course delegates 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
- Understand the importance of signposting
- Apply the knowledge gained to better support customers experiencing vulnerability
Course Content:
Understanding Vulnerability
- Definition of a vulnerable customer
- The 6 drivers of vulnerability
- The Impacts of vulnerability
Identifying Vulnerability
- Behaviours and characteristics of vulnerability
- The potential risk of harm and consequences
- Volunteered and detected disclosure
Responding to Vulnerability
- Our thinking and assumptions around vulnerability
- Developing the art of active listening
- Responding vs reacting
- The power of empathy
Supporting Customers
- Recognising and addressing practical needs
- The role of signposting
- How and when to signpost
- Signposting resources
Recent reviews
Useful refresher course to help support me in offering up to date advice and assist consumers in challenging times. Open discussion around recent trends and the recent increase in use of AI in consumer contact.
Good exercises which hammered home the content of the course. Comprehensive and structured well.
Thanks to Helen for the very insightful training.