Introduction to Vulnerable Customers is designed to equip leaders, managers, and frontline staff with the knowledge and skills needed to provide exceptional service to customers who may be in vulnerable situations.
Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- How to understand the customer landscape: Review trends and statistics that highlight the rising importance of identifying & supporting vulnerable customers in maintaining customer trust and satisfaction.
- Defining vulnerable customers: Develop a comprehensive understanding of vulnerability including its definition and the identification of vulnerable customers.
- The causes of vulnerability: Learn the various causes and factors that contribute to customer vulnerability.
- Supporting vulnerable customers in practice: Develop the skills required to support vulnerable customers in practice, managing the impact vulnerability could have on the organisation and the impact of dealing with vulnerability on employees
- Cover a variety of vulnerable customer scenarios: Participate in detailed simulations that cover a variety of common vulnerable customer scenarios, enabling participants to apply theories in practical settings.
- The business context (laws & regulations): Gain knowledge of relevant laws, regulations, and the business context surrounding vulnerable customers.
- Vulnerable customer policy: Develop the skills necessary to create and implement a vulnerable customer policy within an organisation.
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
