Vulnerable Customers – Face To Face Training
Why should your teams attend this Vulnerable Customer Face to Face training?
Vulnerable customer face to face training is increasingly important for businesses as vulnerability can come in a range of guises, and can be temporary, sporadic or permanent in nature.
1 in 6 adults experience common mental health problems every week
14.1 million UK residents have a disability
About The Trainer
This vulnerable customer face to face training (tailored to your company) is delivered by multi award winning Service Excellence Trainer Jacqui Turner. For 2 consecutive years Turner Corner led by Jacqui, has been awarded Best Customer Service Training Provider. She has also been named within the Top 15 Global CX Influencers in 2024.
With 30 years experience within customer service centres and 28 years Training & Coaching experience, your training needs are in very safe hands.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
Vulnerability
Some typical factors that can contribute to vulnerability:
- Physical: such as sight, hearing or other physical impairments
- Mental: Mild dementia or poor memory may lead to confusion or mistakes
- Emotional: Customers may have suffered a serious upset or bereavment
- Financial: Customers may have recently lost their job, experienced homelessness or increased debt
Being able to quickly and accurately identify vulnerable customers and have the skills and confidence to provide the right support and level of empathy, is an important part of a face to face, customer service role.
Does your company have a vulnerable customer policy? And if so, are your customer service teams suitably trained to deliver service excellence to your vulnerable customer groups?
If not, we can help.
Vulnerable Customer Face To Face Training Course Outline
When your employees have attended this course they will be able to identify your vulnerable customer groups, and confidently and sensitively provide the right support with compassion and empathy.
As a result, you will trust that your vulnerable customers have been understood and that finding the ‘right solution’ first time, is your team’s highest priority.
The training can also include ‘Real-Play’ activities, as we bring in our trained Actor and Mental Health Specialist Trainer Andy, to play out scenarios with attendees, which provides an opportunity to practise their skills in a safe environment.
During this vulnerable customer face to face training ccourse you will…
- Understand the definition of a vulnerable customer and the various types of vulnerabilities (e.g. age, disability, mental health issues, financial hardship and many more).
- Understand relevant policies, regulations and codes of practice pertaining to fair treatment of vulnerable customers.
- Explore how vulnerability can be grouped in to 10 key behaviours.
- Learn how to accurately and sensitively identify vulnerable customers, by applying the CARE and BRUCE acronyms.
- Learn communication best practices for interacting with vulnerable customers.
- Identify ways to support vulnerable customers with physical impairments, such as hearing or sight loss and other disabilities.
- Agree effective questioning groups, that can be used to explore needs and support requirements of your vulnerable customers.
- Explore the TEXAS strategy for effectively meeting the needs of vulnerable customers.
- Understand the importance of maintaining confidentiality and privacy when dealing with vulnerable customers.
- Practise your skills through Actor Based Real-Play scenarios & receive feedback.
- The importance of proactively identifying and offering services, resources and support available to assist vulnerable customers.
- Develop strong empathy skills which demonstrate to customers that you truly understand their needs.
- Agree your next steps towards improving the service you provide to your vulnerable customers.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
