Introduction to Vulnerable Customers (12 Dec 2024)

Our Introduction to Vulnerable Customers for online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable

Workshop format
This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore and share best practice on delivering to vulnerable customers as an integral part of your organisation’s service provision.

Learning outcomes

• Understanding the definition(s) of vulnerable customers for your internal and external customers
• Understanding how and why customers may become vulnerable
• Knowing who your vulnerable customers are
• Understanding the causes of vulnerability
• The skills required to support vulnerable customers in practice, managing the impact vulnerability could have on you, and the impact of dealing with vulnerability on your team
• The organisational and business context of customers in vulnerable situations
• What to consider when developing a vulnerable customer policy

You will also receive these practical tools:

• Reflect on learning and share with others: a selection of workshop slides with key learnings
• Tools to improve – measurement review tool to help you review and plan your measurement requirements

The workshop runs in a small group of a maximum of 12 participants, which gives plenty of time for your questions. The virtual format includes group work to explore and share best practice on measurement, making it an integral part of your organisation’s service strategy. Our facilitator will present and review case studies and provide you with examples. We run our online workshops on the platform zoom, please make sure you have this technology available to you before booking.

If you have teams of 12 or more, we can run the session for your organisation in groups of 10 to 12 people.

Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification.