You are not a trained counsellor, and there is a limitation on what you can provide within your organisation. Part of the process is to offer customers the contact details of a support organisation. Is this good practice or are you passing the buck?
In this 1-hour training session, we will share our insights on the importance of signposting customers to external support agencies, together with how and when to do this in conversations so that the customer doesn’t feel fobbed off.
We will cover:
- Understanding internal support services and options before signposting
- Understand what signposting is and the benefits
- Know boundaries and recognise the value of specialist services that can support customers.
- How and when to signpost in conversations
- Getting to know the organisations you’re signposting to
- Benefits of collaboration with external organisations.
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: Friday, 7 November 2025
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.
