You are speaking to multiple customers every hour and have limited time with each, so how can you quickly pick up that the customer may be experiencing vulnerable circumstances?
When you have identified vulnerability, how do you start the conversation and move it towards support options?
In this 1-hour training session, we will share key indicators to listen out for, together with helpful questions and responses to use in conversations to gain insights into what support you need to put in place to help customers.
We will cover:
- The importance of identifying vulnerability and support needs
- Listen to what is and isn’t being said
- Tune into vocal cues and other non-verbal behaviours.
- What is happening in the background?
- Recognising cues in face-to-face conversations
- Using customer data to identify vulnerability
- Understanding and encouraging disclosure
- Opening up the conversation and focusing on support
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, 9 November 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
Got a question about this toolkit? Send us a message.
