Many customers want to pay, but can’t – turning missed payments into emotional and stressful situations. Handling these conversations with empathy is key to maintaining trust and protecting your business.
This 1-hour toolkit will equip you with practical strategies to navigate sensitive financial discussions with confidence. Learn to identify the reasons behind non-payment, offer flexible solutions, and maintain positive relationships – turning tough conversations into opportunities for understanding, trust, and growth.
We will cover:
- The difference between can’t and won’t pay – understanding that yours isn’t the only bill left unpaid
- The barriers to disclosing financially difficult situations
- How our approach and attitude changes conversations and openness to access support
- Fair options – repayment plans, switching contracts without fees, payment holidays.
- Encouraging the use of benefit checkers and free debt advice
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, 28 July 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.
