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Resources on staff confidence, training and coaching

These resources will help you build staff confidence, strengthen vulnerable customer training and improve coaching for customer-facing teams. Explore guidance on capability building, practical learning, service quality, team development, vulnerability awareness and embedding good practice through training and support.

Relevant for managers, trainers, compliance leads and vulnerability champions looking to improve staff performance, create greater consistency and support better customer outcomes through stronger learning and development.

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Free
Template

Unacceptable Behaviour Customer Policy for Businesses

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.
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Free
Guide

Awareness Days 2026

Awareness days can be a useful way to build understanding across your organisation, as long as they are chosen with purpose. This 2026 guide gives practical ideas for how to use awareness days well, from raising discussion in meetings and training to promoting support services, building partnerships and increasing visibility around important issues.
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Free
Guide

Signposting Resource

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.
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Webinar

Collecting and Using Meaningful Vulnerability Data

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12:00am, 2 March 2026
An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.
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