Supporting Vulnerable Customers Reviews

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!

A very engaging and informative session, enhanced greatly by Helen's personal stories and insights. Breaking down the 4 elements of supporting vulnerable customers was very useful and provided me with some structure. I found the module on customer needs (what is emotional? and what is practical?) particularly useful. The signposting resource was very comprehensive and will definitely proved to be very valued. Many Thanks.

This seminar was not only informative but the interaction with real life examples really honed in on the importance of being aware of our (wide range) vulnerable customers. This reinforced awareness of interacting with those who are vulnerable, remembering that their circumstances will affect their ability to manage, cope or make decisions and therefore we must be compassionate and have empathy. Helen was a great presenter, whose passion shines through.

a great course and Helen focused on the areas which I requested. Very engaging - hence the many discussions between delegates

Jasbinder was a fantastic trainer! Gained a lot of knowledge and refreshed on sections

Jasbinder was very knowledgable and had a vast understanding of lots of topics that we got in to whilst during the course of the day. Very engaging and personable - makes a full day course much more enjoyable and bearable I have some takeaways I can implement straight away and grateful for them Thank you 🤩

I’ve a lot from today’s course. Finding out more about the different types of vulnerabilities has definitely helped me in the way I do my job

Good course - encouraged you to look more closely at how you would interact with vulnerable customers. Found it engaging. The workbooks were excellent. The twiddle toys provided were a great idea! Good ice breaker. The only thing I found a bit jarring was when we were invited to think of some ideas as to what would make a consumer more vulnerable/upset - was when 'menopause' was given as a reason. Think that this is a bit derogatory. As a takeaway from this course for me personally as someone who tends to over talk, which can sometimes make a difficult situation worse - never underestimate the power of silence during a difficult call!

The session was highly informative and engaging, with clear, practical guidance that I can apply in my day-to-day interactions. The content was well-structured, and I particularly appreciated the focus on the tools and materials we can take away to use in our customer interactions and keep revisiting - keeping the skills fresh which helped bring the our conversations to the next level.

Helen is great, she knows what she is talking about and has amazing techniques and tips on how to improve not only your customer service skills but your undertsanding skills. Thank you Helen!