Did you know?
 
We have 15 different modules in our vulnerable customer training programme.

From awareness and identification training, practical tools and techniques to understanding regulatory guidance.
We have every aspect covered.
 Supporting you as you embed working with vulnerable customers into your culture.

Our 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, and are designed around regulatory guidance on treating vulnerable customers fairly.

We aim to provide training and support which is relevant to your organisation.  
​Select from a single session, or immerse yourself and your team in the full programme of vulnerable customer training.
Each module is a 90-minute group training session.

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Choose, pick 'n' mix style, from the following 15 modules across 3 levels:

Foundation
​Level ​

​These modules are ideal for any members of the team who are keen to understand the topic and increase their awareness of vulnerability. 
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• Understanding Vulnerability
• Identifying Vulnerability
• Responding to Vulnerability
• Understanding Coronavirus Vulnerability
• Signposting​​

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Intermediate
​Level

​These modules are designed to build confidence, resilience and empathy in staff who regularly communicate with customers.

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• Managing Emotionally Difficult Conversations​
• Building Resilience
• Understanding Mental Capacity
• Recording Vulnerability
• Bereavement & Grief
• Financial Hardship, fraud and scams

Strategic and Organisational Level

Designed for senior managers, these modules focus on the implementation of processes and policies to provide consistent services which best meet the needs of vulnerable customers.

• Understanding the vulnerable customer journey
• Creating and implementing a vulnerable customer policy
• Understanding FCA guidance
• Understanding WCAG 2.1 Guidance (Website accessibility)

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Download training Brochure here

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“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.” 
​​The Consumer Council for Northern Ireland

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Open Training Courses - next dates

Managing Suicidal Customer Conversations
Half-day online training course to increase awareness and understanding of managing distressing and suicidal conversations with customers. 

wednesday 14th April 9am - 12noon

£125 per delegate

FREE employee skills questionnaire
Not sure which modules to choose or looking to gain an insight into your team's current knowledge and understanding on ​supporting vulnerable customers?
Our questionnaire will help you understand current skills and identify ​gaps in their learning.
Download your FREE copy here

Email us or call 01296 596958 to discuss how we can help your organisation to confidently meet the needs of your customers.