How your front-line staff support and deal with vulnerable customers can make a big difference to your bottom line.

​Your company has to operate in line with the Equality Act 2010, Disability Discrimination Act 2005, the British Standards 18477:2010 as well as any industry specific regulatory bodies to ensure everyone you interact with is treated in a fair and respectful way that enables them to make decisions that are right for them.
​​It's also good business sense.

Vulnerable customers are not just the elderly who may be frail, forgetful or even suffering from dementia.
Anyone could be a vulnerable person:

• Those with an obvious physical or mental impairment
• Those who are vulnerable due to life circumstances and stressors
• Those with communication difficulties and impaired hearing or vision

Events such as bereavement, a serious medical diagnosis, divorce or relationship breakdown can happen to anyone at any time. These sorts of events cause stress and affect a person’s ability to cope with life and make decisions.
 
Your front-line staff will be dealing with these customers on a daily basis so it is vital they are equipped with the knowledge and skills to recognise and support these vulnerable customers properly.

Supporting Vulnerable Customers is a training programme designed to help organisations understand the needs of vulnerable customers and adapt their behaviours to meet those needs.
 
These training programmes will help you and your staff to deliver an appropriate, supportive and flexible level of care to all your customers, including the vulnerable.
 
The training is kept relevant, up-to-date and meaningful by ongoing collaboration with different charities and organisations that represent vulnerable groups.

The Supporting Vulnerable Customers training will help your business stand out from your competitors.

• Ensure processes and systems are flexible to support every customer
• Enhance customer engagement and boost retention
• Improve staff morale and loyalty
• Demonstrate your company genuinely cares about all your customers.

Supporting Vulnerable Customers Course Learning Objectives

• Understanding vulnerability – definition and categories of vulnerability
• Identify the legal obligations in supporting vulnerable customers
• Recognise vulnerability in individuals
• Demonstrate alternative methods of communication
• Establish steps to make reasonable adjustments to systems and processes.

4 Steps to Treating Vulnerable Customers Fairly
In this article, I share my thoughts and personal interpretation of the FCA's guidance paper
DOWNLOAD ARTICLE

There are two levels on this Vulnerable Customer programme - Advocate and Ambassador.

​Vulnerable Customer Advocate
This training programme is for front-line employees helping them recognise vulnerable customers and identify ways to support them.

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​Vulnerable Customer Ambassador
This training programme is for management helping them to review and revise current processes and practices and put resources in place to support their teams.

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"Very educational and eye-opening course" Course delegate
"Took the course to a very personal level which made me connect more. Thoroughly enjoyable!" Course delegate
"Really powerful opening exercise" Course delegate
​"Good coverage of a topic that many people are aware of but not as mindful of as they should or could be. Thanks!"
Course delegate

These training courses can be run in-house at your premises or off-site at a third party venue.

For more information and to book the Supporting Vulnerable Customers training course for your organisation contact Helen Pettifer Training on 01296 596958 or email info@helenpettifer.com