Evidencing The Fair Treatment of Vulnerable Customers

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Date(s) - 05/10/2017
9:30 am - 1:30 pm



When & Where
5 October London

Who should attend?
This packed half-day course has been designed for:

  • Customer service teams
  • Individuals tasked with improving customer experience
  • Compliance staff
  • Training and competence teams
  • Employees in operations or sales

What are the outcomes of attending? 

An introduction to issues

  • An overview of the session aims and objectives
  • Understanding the value of a new approach
  • Identifying the level of personal commitment required

Vulnerable customers: the facts

  • What does your vulnerable customer policy promote?
  • Who is defined as a vulnerable customer? How is the definition applied in your organisation?
  • UK vulnerability: an overview
  • Identifying triggers and traits

Engaging vulnerable customers and carers

  • What would a successful case look, sound and feel like in your company?
  • You’ve identified a vulnerable customer or carer. What next?
  • Highlighting useful tools for guiding your customer
  • Successful use of such tools: a case study
  • Case study reviews: what worked? What could have been done better with further development?

Managing the process to outcome

  • How to record concerns for the future
  • What steps will you take to ensure you have treated the individual fairly?

Summary and next steps

  • The impact on your business and biggest challenges
  • Implementing a policy: next steps
  • A review of key points
  • Personal development planning
  • Encouraging personal commitment


Who is running the workshop?

What have previous delegates said about this workshop? 

How much does it cost?
Single Booking £450.00 +VAT
Multiple Booking £405.00 +VAT

How do I book?
Call 0203 178 4230 or email info@fstp.co.uk today


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