How to Identify and Support Vulnerable Customers Over the Telephone

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 purpose of FCA identifying is about improving customer experiences, not hitting a target
• Listen to what is and isn’t being said
• Tone, pace, clarity, volume, hesitation and other non-verbal clues.
• What is happening in the background?
• Using customer data to identify vulnerability
• Understanding and encouraging disclosure
• How to open up a conversation if a potential vulnerability is detected.
• The importance of being needs and support focused