You’ve put systems and support measures in place to help vulnerable customers, yet the take-up is low. How can you encourage customers to access what they need?
In this 1-hour session we’ll explore the barriers to customer’s disclosing information, recognising and overcoming those barriers and thinking outside the box to encourage customers to share
We will cover:
- Understanding barriers to disclosure – including fear and shame
- Respecting privacy, personal preferences and perspectives
- Recognising barrier behaviours and characteristics
- Explaining the benefits and data protection
- Building trust and encouraging disclosure – over the telephone, in written communications and digitally
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: Wednesday, 1 April 2026
Time: 15:00 - 16:00
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.
