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 and the Mental Health Act to ensure everyone is treated in a 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 one-day training programme designed to help organisations to understand the needs of vulnerable customers and adapt their behaviours to meet those needs.
This training programme 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.
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.
"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
This training course 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 07704 221241 or email firstname.lastname@example.org