Did you know that up to 50% of UK adults show characteristics of potential vulnerability at any one time? It is inevitable that your organisation will be interacting with vulnerable customers on a daily basis.
Are you and your team confident in how to identify and support these customers who need that little bit of extra care?
As the first point of contact in the organisation, your front-line staff need to feel confident and be competent in customer service. Their understanding and ability to effectively support vulnerable customers can make all the difference.
With the skills to get it right first time, issues can be identified and addressed before they reach crisis stage, avoiding further detriment to customers and the need to escalate. When staff show empathy and patience, customers feel valued and listened to, resulting in greater confidence to disclose relevant and personal information. Not only will your organisation be doing the right thing, you will also be meeting regulation guidance.
This 1-day course will increase the awareness, capabilities and confidence of front-line staff in identifying and supporting customers who may be potentially vulnerable.
Course deliverables On completion of this course, delegates will be able to:
Define what vulnerability is and how it affects individuals and decision-making
Demonstrate practical ways to recognise and identify vulnerable customers
Identify different techniques to encourage disclosure
Adapt approaches to actively support customers in achieving their outcomes
Who should attend? This training course is designed for everyone who interacts with customers on a regular basis whether in a face-to-face situation or via the telephone. This includes front-line staff, customer service personnel, team leaders and specialist vulnerable customer team members.
Registration and welcome
Making reasonable adjustments
Critical actions, next steps and certification
Date - 30th January 2020 9am – 4.30pm Location - Friends House, 173-177 Euston Road, London NW1 2BJ
For the investment of £425 per delegate, you will experience:
Small group discussion to fully explore this sensitive topic
Expert tips and experience shared by course director, Helen Pettifer
Full course workbook
Role-play and simulation exercises
Personalised actions to take learning back into the workplace
Certificate of completion
Light lunch and refreshments throughout the day
All delivered in a supportive, confidential and safe environment.
What others have said about this course: “Very interactive and highly engaging course. Breaks the ‘norm’ of a usually heavy serious tone that some mental awareness courses may have. Activities were great.”
"Very educational and eye-opening course"
"Took the course to a very personal level which made me connect more. Thoroughly enjoyable!"
"Good coverage of a topic that many people are aware of but not as mindful of as they should or could be. Thanks!"
“Fab course. It felt very relaxed and comfortable"
“Really enjoyed the course and has made me realise I need to be more aware of people’s needs in work life and personal life as you never know what issues and struggles people are dealing with"
“The course was well suited to my job role. It was interactive and interesting.”