Training
Vulnerability training
Identifying vulnerability in consumers is only the start of a process. Understanding how to manage vulnerable people appropriately through the customer journey is a challenge facing all service providers.
In partnership with
Bespoke training for your organisation
We’ve partnered with Helen Pettifer Training to offer and run bespoke training for organisations: for their people in direct consumer-facing roles, and also for those who are responsible for customer experience paths.
An increasing number of organisations recognise the importance of identifying and supporting vulnerable individuals, and our mission is to equip teams with the skills, knowledge, and confidence to respond to these customers with empathy, professionalism, and care.
We focus not just on identifying those in difficult circumstances but also on helping pinpoint where those circumstances are relevant to you as a service provider, how you can adapt your treatment of those customers to ensure the right outcomes, and how you can signpost those customers to ongoing support.
The training and awareness sessions take into consideration the obstacles common to all sectors in vulnerable customer management, across everything from customer acquisition through to claims and collections.
We support organisations across sectors to:
- Understand vulnerability and its many forms
- Comply with regulatory expectations (for example FCA Consumer Duty and Ofwat Vulnerability Strategies)
- Equip teams with the tools needed to manage sensitive and emotive conversations with confidence and care
- Build resilience, confidence, and well-being in frontline staff
- Create inclusive services that work for all customers
- Grow their revenue while embracing social responsibility
- Achieve continuous improvement in customer service excellence
Who it is for
Sessions are tailored to your sector and to the people in the room.
Who we work with
- Financial services and credit firms
- Utilities and energy
- Housing and property services
- Local authorities and charities
- Retail and transport
Relevant audiences
- Customer-facing staff
- Complaints and collections teams
- Vulnerability champions and well-being leads
- Risk, compliance, and governance professionals
Example packages
Supporting Vulnerable Customers
A 1-day course to challenge assumptions and build confidence in how to identify, respond to and support vulnerable customers.
Prices from £2,400 + VAT (max 16 delegates)
Managing Suicidal Customer Conversations
This half-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.
Prices from £1,600 + VAT (max 16 delegates)
Tell us what your team needs.
Email us and we’ll set up a conversation so that you can brief us fully.