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.

We offer and run bespoke training for organisations – for their people in direct consumer facing roles, and also for those who are engineering customer experience paths.

Typical sessions cover topics such as:

• Awareness of trends in vulnerability challenges
• Understanding the barriers in managing vulnerable customers
• Familiarity with Consumer Duty
• Knowledge of what companies are already doing to meet their obligations
• Understanding of the links between financial and non-financial vulnerability
• Understanding the definitions of vulnerability/accessibility
• Benefits of managing vulnerability effectively

The sessions 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.

If you’d like bespoke sessions for your teams 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.

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