Vulnerable Customer Training

With 47% of UK adults having a characteristic of vulnerability (Source: FCA 2022 Financial Lives Survey), it’s likely your team are interacting with vulnerable customers every day.

The attitude and actions of your team determine whether those customers can access what they need. In turn, this informs your business reputation, the volume of complaints received, customer retention, and compliance with FCA regulations.

Vulnerable Customer Training ensures they are more confident, competent, and sufficiently equipped to identify, respond to, and provide support for vulnerable customers.

Expertly designed.

All courses are designed by a leading authority on vulnerable customer issues.

Train anywhere.

We offer in-house training across the UK, as well as virtual courses via Zoom.

Tailored to you.

We work closely with you to create tailored courses aligned to the goals of your organisation.

Expertly designed.

All courses are designed by a leading authority on vulnerable customer issues.

Train anywhere.

We offer in-house training across the UK, as well as virtual courses via Zoom.

Tailored to you.

We work closely with you to create tailored courses aligned to the goals of your organisation.

Benefits to your organisation.

Investing in vulnerable customer training for staff not only aligns with ethical, legal and regulatory principles but also contributes to the overall success, reputation, and sustainability of the organisation in the long run.

Strengthened relationships with customers as team members support with timely and empathetic interventions demonstrating a commitment to the well-being of customers
Improved employee well-being by providing them with the tools and skills to manage sensitive conversations effectively
Supportive interactions can lead to positive customer experiences and good outcomes
Timely and proactive support reduces the likelihood of customer complaints and escalations
Providing appropriate support to vulnerable customers demonstrates compliance with legal and ethical standards related to customer care and empathy
Trained staff can identify and mitigate potential risks associated with vulnerable customers, reducing the likelihood of legal, regulatory and reputational issues
Employees who feel equipped to provide support to vulnerable customers may experience increased job satisfaction, knowing they are making a positive impact

Learning outcomes.

Understand vulnerability and how it impacts customer behaviours and needs, including decision making
Understand and identify the different and additional needs of customers experiencing vulnerability
Know how to respond to customers who disclose vulnerability
Build a toolkit of useful and appropriate questions and responses, and know when and how to apply them
Recognise a range of practical steps to support a customer experiencing vulnerability
Understand the importance of signposting

Who should attend?

Customer facing staff
Claims handlers
Complaints handlers
Mental Health First Aiders
Payment and Arrears handlers
Vulnerability Champions and leads
Customer Service Team Leaders

At a glance.

In-house courses
Virtual courses
Blended learning
Train the Trainer
Mentoring Programme

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Our Training Courses.

All courses are uniquely designed to ensure your team is more confident, competent, and sufficiently equipped to identify, respond to, and provide support for vulnerable customers.

1-day course

Supporting Vulnerable Customers

A course to challenge assumptions and build confidence in how to identify, respond and support vulnerable customers.

see course details

1-day course

Equality, Diversity and Inclusion

Covers key concepts related to equality, diversity, and inclusion, exploring how they contribute to a more innovative and collaborative work atmosphere.

see course details