Description 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
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 Further information Provider: Helen Pettifer Training Ltd Duration: 1 Day
Contact Information Helen Pettifer Training Ltd
4 Cromwell Court
Locations
An excellent course and well presented
John D 09 Mar 26
I really think Helen did an excellent job in delivering the course and is evidently, very knowledgeable on the topics discussed.
In my personal opinion however, I do not like virtual delivery of a training course as I do not get the same benefit and focus that you would if you were face-to-face. Being in person also makes it easier to bounce ideas of each other as opposed to through a screen when it's hard to input in conversation without talking over someone or interrupting. Also technical issues are almost always present which cannot be helped. This is just my personal preference.
I also feel like it was a long time to sit at a screen and listen with only one short break (as your camera had to be on at all times it felt quite awkward to leave to pop to the toilet, etc, when needed). I did find my attention wandering more than it should for this reason but again, I am not a fan of virtual delivery which plays a big part.
Overall, I did feel very supported by Helen in this course and cannot fault her clear passion and experience in this field however, I did not feel that I personally gained any new information from the course but appreciate this will vary from person to person.
Emma A 09 Mar 26
The course was very good - I found it very informative and the trainer was excellent
Jayne P 05 Feb 26
Response : Thank you for leaving such positive feedback Jayne, I'm so glad you found the training informative.
The course was very helpful and informative. It was very helpful to look at situations from a different perspective and be provided with additional tools to best identify and assist vulnerable customers.
I would only suggest including additional breaks. There was a lot of information to take in and I believe many would benefit from having some time to absorb the information, stretch their legs or take their headset off for a while (where sessions are on Teams). Having just a couple more breaks of 5-10 minutes to remove the headset, look away from the computer and give your eyes/brain a break would make a big difference.
Louise E 05 Feb 26
Response : Louise, thank you for taking the time to leave such positive feedback. It's great to hear that you found the training informative.
There is a lot of information to cover in the time, and I appreciate the need for regular breaks. I will take your comments on board, thank you.
Helen was warm, open and engaging from start to finish. The material and interactions were based on experiences gained over time and in different sectors, so it was easy to engage, understand and follow the training, whether you were new to the subject or a more experienced trainee. A+ for providing fidgets for the group, to help with focus. Well done Helen, keep up the good work.
Jermaine C 21 Jan 26
Response : Jermaine, thanks so much for your positive feedback and kind words. It's great to hear that you enjoyed the training and good to know that the fidgets were useful for focus.
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