
Vulnerable Customer Training
Providing consistently fair and helpful services to customers facing vulnerable circumstances demands understanding, empathy and confidence. My training and mentoring equips your team to respond appropriately to sensitive disclosures and to respect the customer’s best interests.

What Makes A Customer 'Vulnerable'?
There are four main drivers that can lead to a customer becoming vulnerable, and whilst they frequently happen unexpectedly, there can be warning signs to look out for. If you would like to learn more, you can find lots of information in my blogs, articles, and podcasts.
53% Of UK Adults Are Vulnerable
The % of adults currently experiencing at least one characteristic of vulnerability in the UK at any given time. This includes adults experiencing temporary, sporadic, or long-term vulnerability.
Helen taught me many areas in this vast topic. I have a much larger understanding now and I know exactly how I will use the knowledge and communication techniques moving forward. Thank you Helen!
Jessica Woods
Thank you for making me aware of the importance of identifying and addressing vulnerable customers. This new knowledge will encourage me to improve customer experience on our platform.
Franklyn I
Helen was extremely knowledgable and provided lots of thought-provoking facts and experiences that can be applied in a professional and personal manner. I genuinely feel better equipped to do my job.
Jake R

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Having a strong strategy for supporting vulnerable customers, confident and well-equipped frontline teams to assist customers in need, and up to date policies and procedures for dealing with customers in vulnerable situations (which meet FCA guidelines) can:



Grow Revenue
Improve Retention
Enhance Reputation


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I am on a mission to change the way we perceive and support people experiencing vulnerability. Part of my plan includes sharing ideas and advice to help, train, guide and support organisations with a heart who share my vision. Subscribe to my email network today to get useful information and tools direct to your inbox.