Supporting Customers Facing Financial Difficulty Course – 6th October 2022 9am-12.30pm
This Half-day course is ideal for those in Sales, Customer Service, Accounts, Team leaders and management who have responsibility for identifying and dealing with customers who have or are in potential vulnerable situations or circumstances. It is also ideal for any Vulnerable Customer Champions, or for those with a Training or Quality/Audit/Monitoring role It will also be useful for those with a HR function as these customers could also be your staff.
The FCA have recently issued a Dear Chief Executive letter on 16th June 2022 to firms – The rising cost of living – acting now to support Consumers and this course will help you to understand some ways in which you can help customers and also be able to demonstrate that you are taking action.
Being in a position of financial difficulty is a major cause of stress, especially when tough decisions like ‘heat or eat’ become necessary.
This half-day training course explores the causes pushing more people into financial difficulty and the impact it has on their resilience.
We will explore ways in which organisations can support those hit by the cost-of-living crisis. The right actions can prevent debt from spiralling, retain customers and improve the chances of the organisation getting paid.
This course is ideal for anyone who regularly handles customer conversations, especially when customers disclose financial struggles. Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.
Learning objectives:
By the end of this session delegates will be able to:
~ Understand financial challenges and how they impact customer behaviours, including decision making
~ Know how to respond to customers who disclose debt and other financial issues
~ Identify a range of practical steps to support customers facing financial challenges
~ Explore ways to help customers avoid scams
Course content
~ The cost-of-living crisis
~ The causes and impacts of financial difficulty
~ Decision-making and its implications
~ Supporting customers in financial difficulty
~ Signposting ~ Helping customers to avoid scams
Our Trainer/consultant for this session is Helen Pettifer
Helen Pettifer is a leading authority on vulnerable customer issues helping firms understand and deal with their vulnerable customers and Create Solutions are working in association with Helen to bring to you this course which is timely and relevant for our industry.
Date: Thursday 6th October 2022
Time: 9am-12.30pm
Cost: Just £99 plus vat (half a day course)
Delivery: Via Zoom
Delegates will receive a certificate of attendance.
To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637
