Vulnerable Customer Training

Building awareness

& understanding

What made the training so enjoyable was how Helen delivered it. She is extremely personable and used real-life stories and examples to explain vulnerability that made it interesting and thought-provoking. I would highly recommend the training for all organisations and hope to expand on this training in the future with Helen.

Train the Trainer

If your organisation would prefer to use in-house trainers to deliver my vulnerability courses, I can supply them with everything they need.

My Train the Trainer resources include:

Full tutor notes including activities 

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Branded training workbook

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Branded presentation slides

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Branded certificates

I also offer facilitated discussions and sample training sessions to support your training team.

"One of the best training courses I have ever attended.

I took so much away from it - not just from a professional perspective but from a personal perspective"

Your team interact with vulnerable customers every day.

How they conduct these conversations impacts whether customers can access the products and services they need.

The outcome of these conversations determines the customer's experience, the reputation of your organisation and regulatory compliance.

Are your team equipped, confident and resilient when responding to vulnerable customers?

Do they have sufficient understanding and resources to be genuinely helpful and treat those customers fairly?

My vulnerable customer training courses are designed to be engaging, practical and relevant.

Whether online or in a face-to-face setting, all courses are delivered in a supportive, confidential and safe environment.

They are informed by regulatory guidance on treating vulnerable customers fairly.

One-day Course

Prices from £1,695

Helping delegates understand and increase their awareness of vulnerability.

The Foundations of Recognising and Responding to Vulnerability

This course is designed to challenge assumptions and build confidence in identifying, responding to and supporting vulnerable customers.

 

Through insight, shared experience and case studies, the training will better equip team members to deal with vulnerable customer conversations.

Half-day Courses

Prices from £900

Helping delegates to understand and respond during common, yet challenging, vulnerable customer conversations.

Choose from one of these three courses:

Managing Suicidal Customer Conversations

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Understanding and Supporting Bereaved Customers

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Supporting Customers Facing Financial Difficulties

Each course explores the subject in depth, building an understanding of the situation and appropriate responses. 

These courses aim to build confidence, resilience and empathy in staff who regularly interact with customers. 

Two-day Course

Prices from £3,395

Helping delegates explore customer vulnerability in-depth and apply the knowledge through practical group activities.

Day One

The Foundations of Recognising and Responding to Vulnerability

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Day Two

Morning - Your choice of one of the half-day courses

Afternoon - Practical group activities to embed learning

My Mission Statement

I will create and deliver training that inspires and motivates delegates to take extraordinary care of every customer they serve.

I will be an authentic and real-life example of best practices in communicating and engaging with others.

I will be a global mouthpiece as a challenger for good; transforming attitudes, lives and businesses.

I will empower organisations and individuals to provide opportunities for every customer, regardless of needs, to have their voice heard and needs met.

When We Work Together

I will treat you in a respectful and professional manner

 

I will listen to fully understand

 

I will create and deliver valuable training material

 

I will hold myself accountable to my service and company commitments

 

I will keep my promises

Not Sure Where To Start?

Not sure which course to choose or looking to gain an insight into your team's current knowledge and understanding on ​supporting vulnerable customers?
My free questionnaire will help you understand current skills and identify ​gaps in their learning.

© 2021 by Helen Pettifer Training. Created by Lawrence Wood - Transformational Communications.

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