Our training aims to build the skills and capabilities of staff, along with the resources available to them,
​in order that they can serve vulnerable customers with confidence.

We provide comprehensive training for all your customer-facing employees, delivered at your premises.
Our training courses are designed to be engaging, practical and relevant delivered in a supportive, confidential and safe environment.
All vulnerable customer training courses are designed around regulatory guidance on treating vulnerable customers fairly.

The 4-step process to supporting vulnerable customers successfully

Using these 4 steps combined with empathy and patience, customer's needs can be identified and met, resulting in challenges being resolved before they escalate.

​On completion of our training courses, delegates will be able to: 

• Define what vulnerability is and how it affects individuals and decision-making
• Demonstrate practical ways to recognise and identify vulnerable customers
• Identify different techniques to encourage disclosure
• Adapt approaches to actively support customers in achieving their outcomes​

Delegates completing the training will be presented with a Vulnerable Customer Advocate Certificate.

“The training was very well presented, informative and relevant, providing practical advice to deal with and recognise vulnerable customers. It was a good forum to hear people’s experiences and how they have dealt with different scenarios. Very good course that has helped us to deliver an improved service. Recommended”      ​Aylesbury Vale District Council

Professional Training with the Personal Touch
Helen Pettifer has established strong relationships with a variety of charities and organisations to ensure that this training is current and meaningful.
​She has completed the following courses:

• Foundation Certificate in Dementia Awareness with The Alzheimer’s Society
• Understanding Autism with the National Autistic Society
• Autism & Communication with the National Autistic Society
• Loss & Bereavement Awareness with Cruse Bereavement
• Suicide Awareness Training with the Zero Suicide Alliance​

Throughout the training, Helen draws out personal experiences from the room to add relevance to the learning and to illustrate good practice.

"The course was very interactive, thought-provoking and poignant"
"Excellent content. Very informative and interesting. Great mixture of laughter and tears"
"The course was clear, informative and very well presented through the course of the day"
"Helen is clearly very passionate about protecting vulnerable customers - great session!"

FREE employee skills questionnaire
Are you 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.