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.

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 support organisations across sectors to:

  • Understand vulnerability and its many forms
  • Comply with regulatory expectations (e.g. FCA Consumer Duty & 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

We focus not just on identifying those in difficult circumstances but also to help 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.

Who we work with

  • Financial services & credit firms
  • Utilities & energy
  • Housing & property services
  • Local authorities & charities
  • Retail & transport

Relevant audiences:

  • Customer-facing staff
  • Complaints & collections teams
  • Vulnerability champions & well-being leads
  • Risk, compliance, & governance professionals

If you’d like more information please let us know at Info@the-vrs.com, or complete the form below. We’ll set up a conversation with you so that you can brief us fully.