What’s Driving Customer Behaviours?

Customers can behave in unusual and unpredictable ways, which may have little to do with your interaction. What is driving their behaviour, and how can you manage the conversation when customers are stuck on a point, digressing, angry, upset or confused?

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, 27 February 2026
Time: 09:00 - 10:00

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

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