How do you check consumer understanding? A ‘yes’ response or nod of the head is not enough, so what else can we do to ensure that customers have what they need to make informed decisions?
In this 1-hour training session, we will explore customer decision-making and the importance of checking customers have everything they need to make well-informed decisions.
We will cover:
- The 4 key decision-making tasks
- Potential barriers to understanding
- Reasons why customers may not say they don’t understand
- Recognising behaviours that indicate challenges
- Questions to clarify understanding
- Proactive methods to support customer understanding
Who should attend?
- Customer facing staff
- Claims handlers
- Complaints handlers
- Vulnerability Champions and leads
- Customer Service Team Leaders
Toolkit Details.
Each 1-hour Vulnerability Toolkit session focuses on a specific aspect of working with vulnerable customers, offering practical insights and tools to navigate complex challenges with confidence and care.
Date: Monday, 4 August 2025
Time: 11:00 - 12:00
Book 5 places, get the 6th free
Add 6 places to your basket - the discount applies automatically at checkout.
£35.00 excl. VAT per delegate
Got a question about this toolkit? Send us a message.
