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
I really enjoy the training provided by Helen, i have done 2 full courses and a refresher. All i have gained new information a tools to help with my job. Helen takes time to listen, provides information and also makes it fun.
Gemma H 15 Aug 25
Response : Gemma, thank you for your positive feedback and kind words. I am so glad you have enjoyed the training courses and that you feel you've gained some new information and useful tools.
This was the best training session I have attended. It was interacting and made me think about a lot of things I was doing wrong when having certain conversations.
Puneet P 14 Aug 25
Response : Puneet, thank you so much for your positive feedback. I am really pleased you enjoyed the training and that you took a lot away from it to use in your conversations.
Honestly, I think Helen is an incredible trainer. She is great at keeping people engaged without making things feel awkward. I feel like there was no point I was growing bored, I absorbed everything she said. Really really impressive!
Rose B 14 Aug 25
Response : Thank you for your kind words and positive feedback Rose. I am so pleased you enjoyed the training.
Very good day
David H 14 Aug 25
Response : Thank you for your positive feedback, David. I'm very pleased you enjoyed the training.
Helen demonstrated strong engagement by integrating relevant and personal examples to reinforce her message.
There was a lot of preparation that went into the course from Helen, having a book to look back on and help others in my team is hugely useful and the kind touch with the fidgets on the table to bring a calm and relaxed atmosphere to learning.
I felt able to absorb information and enter into a deeper level of conversation, knowing that there wouldn't be a quiz or test which can often divide a group of learners and cause some awkwardness.
When dealing with the subject of vulnerability this was the perfect atmosphere to create trust in the discussions and enable learners to interact with questions and stories to aid learning and development in this area.
Helen is very open with her feelings and emotions which helps learners to do the same, it is only by doing this that you can take on the important lessons of empathy and support.
Among the courses I have undertaken, this one stands out as the most effective in facilitating deep understanding and sustained engagement. It significantly contributed to my role!
Elizabeth B 05 Aug 25
Response : Elizabeth, thank you for your positive and detailed feedback, this is very much appreciated. It's great to hear that you found all the elements of the training conducive to effective learning and to encouraging open discussions and that it has significantly contributed to your role.
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