Supporting Vulnerable Customers Reviews

It was good to attend the course. Learned & acknowledged from other team members what queries/questions they had and how they dealt with.

This was training by way of informal discussion which was unusual but I thought it was useful and engaging. Ultimately the key two points for me are active listening and asking the right questions.

It was a good refresher course.

The course underlined a lot of things that I already knew but so much new information and practical useable ways of dealing with customers and situations that we regularly encounter. I def feel more empowered to deal with vulnerable customers

thank you Helen - informative, relevant and interesting course. worthwhile taking time out to reflect on practice.

Helen was really knowledgeable and passionate about her work and gave a really good insight of how many different types of customers can be vulnerable and may need support

The material doesn’t really relate to my job role too much as my customer conversations are usually too short to build a rapport. I’ve had similar training in the past in my counselling courses, it’s a good refresher for these skills in life. Thank you

Overall good content, good info which can be used in real work scenarios. To add value: handing out the pack prior to meeting so we had chance to read and have questions ready and would have been able to particpate more in the session and been a bit more engaging.

This was all information I already knew.

It was very helpful to understand passengers and to now think differently. If a customer seems rude or angry they could just be nervous so it helps with how to deal with more difficult calls. There were a few things that were suggested which just isn't possible in our role but still good to be mindful of it for future.