How to Decline a Customer Effectively and Sensitively

At times, it is not appropriate, viable or in the customer’s best interest to provide them with what they want. However, turning a customer down is a difficult conversation. How can this be handled effectively and sensitively to prevent harm, negative escalation and complaints?

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: Thursday, 11 June 2026
Time: 10:00 - 11:00

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

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