Every Customer Counts: Supporting Vulnerability with Compassion

Learn how to apply effective customer service strategies to respond appropriately to complex situations, ensuring your customers feel heard, respected, and supported.

Through interactive sessions, you’ll increase your awareness of vulnerability and explore how to protect customers in line with current legislation – helping your organisation avoid reputational and financial risk. Discover how to manage difficult conversations with care, and understand the vital role of empathy and active listening.

Receive expert guidance on adopting a fair and consistent approach, while tailoring responses to achieve positive outcomes for each individual. Learn when and how to signpost effectively, and how to work in partnership to provide the right support.

This course provides practical tools and insights to embed within your organisation’s customer service strategy. Supporting vulnerable customers isn’t just a regulatory requirement, it’s the right thing to do. This is an essential course for anyone striving to deliver outstanding, inclusive customer care.

• Understanding customer needs and vulnerabilities in different contexts:
  - Who are ‘vulnerable’ customers?
  - Examples of vulnerability
  - Types of situations
  - How they may present themselves
• Legal and ethical responsibilities and awareness of relevant legislation
• Understanding the customer’s perspective
• Improve communication skills for handling difficult conversations
• Learning a variety of tools and techniques, to better engage with customers in vulnerable situations and manage outcomes:
  - Signposting for support
  - Building rapport
  - Resolving conflict
  - The importance of self-care