The Training Environment For Financial Services

Customers in Vulnerable Situations - Best Practice Approaches

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Course Outline & Objectives

 

Consumer vulnerability has evolved to be something much bigger and more inclusive than it once was. It isn't just about being in debt anymore, vulnerability can happen to any of us at any time - and more if us than ever before are feeling the impact of cost-of-living increases.

  

From a regulatory perspective, there's an increasing expectation on us to do the right thing for our customers who find themselves in a vulnerable situation.

 

With the knowledge that the beginning of a New Year is often when customer's struggle financially and emotionally, this three-part series will tell you everything you need to know about customer vulnerability. From what it means to regulators (and what that means for us), to what customer vulnerability looks like today, the rules around recording sensitive customer information and how we, and others, can support customers who are struggling.   

 

This series is for you if you work in, or oversee, a frontline or customer facing function in the public or private sector. This series will help you to:

  • Understand what regulators expect, and how that influences consumer expectations 
  • Know what vulnerability looks like in the UK today and how that compares to your own customer base and what you’re seeing and recording
  • Create the right environment for customers to tell you when they are struggling
  • Be clear about data protection requirements, and how to comply with them in a way that is still customer led
  • Explore how to record customer vulnerability
  • Identify where you can elevate the support you offer to customers and when and how to involve other agencies.   

Who will benefit?

 

This series is for you if you’re:

  • Working in or around customer service functions
  • Working in any industry focused on customer vulnerability
  • Working in the public or private sector
  • Completely new to customer vulnerability
  • Just interested in knowing more about it, or
  • Looking for a refresher to keep on top of the latest customer and regulator developments.  

Agenda

 

Topics covered may include but are not limited to:

  • Customer Vulnerability today
  • Recording vulnerability and data protection
  • Supporting customers
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