What defines a good outcome and what does it look like for the customer? How different is the customer’s perception of a good outcome to the organsation’s?
In this 1-hour training session, we will share our insights on what good looks like from both the perspective of the customer and the organisaton, and more importantly, what this looks like for a vulnerable customer.
We will cover:
- What the regulator is asking of organisations
- Definition of a good outcome
- Understanding the differing perspectives of a good outcome
- Understanding and measuring poor outcomes
- Designing and delivering good outcomes
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, 7 April 2025
Time: 13:30 - 14:30
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.
