Great course, Jasbinder was fantastic, the only feedback I have I was on the training 9-12:45 and we only had one 10 minute break. Perhaps two breaks would have been better.

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.

The course was very good - I found it very informative and the trainer was excellent

I think Helen was incredibly pragmatic in her approach and incredibly helpful.

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.

Excelling training! Very insightful

The Customer Vulnerability team recently took part in resilience training delivered by the fantastic Helen Pettifer. The session was both engaging and insightful, helping us understand why resilience is so important when handling challenging and emotionally demanding calls. Helen shared plenty of practical techniques to help us spot stress, manage our emotions, and stay calm and professional under pressure. One of the highlights was creating our very own resilience boxes — which was great fun and gave everyone a chance to reflect on what helps them recharge and stay positive. The training showed how building resilience boosts wellbeing, confidence, and performance in a fast-paced environment. The skills and strategies we learned aren’t just useful at work; they can also be used in everyday life to manage stress, keep a healthy balance, and respond more positively to life’s challenges. Helen was an amazing trainer who created a relaxed, supportive atmosphere and delivered the session with warmth, empathy, and enthusiasm.

I found this course to be extremely informative and I feel I was provided the right knowledge to deal with vulnerable customers going forward. the course also raised my awareness of areas that I may have missed with regards to vulnerable people and how to manage my own emotions to be more affective at assisting vulnerable people.