Mini VC Toolkit: Boundaries, Communication & Signposting

Understanding the boundaries and when and how to signpost customers to other organisations

You are not a trained counsellor and there is a limitation on what you can provide within your organisation. Part of the process is to offer customers the contact details of a support organisation.

Is this good practice or are you passing the buck?

In this 1-hour training session, we will share out insights on the importance of signposting customers to external support agencies, together with how and when to do this in conversations so that the customer doesn’t feel fobbed off.

Learning outcomes:

• Understanding internal support services and options before signposting
• Understand what signposting is and the benefits
• Know boundaries and recognise the value of specialist services that can support customers
• How and when to signpost in conversations
• Getting to know the organisations you’re signposting to
• Benefits of collaboration with external organisations

Speaker: Helen Pettifer is a leading authority on helping firms understand and deal with their vulnerable customers.