Picking up signs of Vulnerability
When you have identified vulnerability, how do you start the conversation and move it towards support options?
In this 1-hour training session, we will share key indicators to listen out for, together with helpful questions and responses to use in conversations to gain insights into what support you need to put in place to help customers.
£29.00 Plus Vat
This is an essential course and is especially relevant for Frontline Staff and those dealing with customers on a day to day basis. A practical, confidence building toolkit session with useful takeaways.
You’re speaking to multiple customers every day and have limited time with each, so how can you quickly pick up that the customer may be experiencing vulnerable circumstances?
When you have identified vulnerability, how do you start the conversation and move it towards support options?
In this 1-hour training session, we will share key indicators to listen out for, together with helpful questions and responses to use in conversations to gain insights into what support you need to put in place to help customers.
We will cover:
- The purpose of FCA identifying is about improving customer experiences, not hitting a target
- Listen to what is and isn’t being said
- Tone, pace, clarity, volume, hesitation and other non-verbal clues.
- What is happening in the background?
- Using customer data to identify vulnerability
- Understanding and encouraging disclosure
- How to open up a conversation if a potential vulnerability is detected.
- The importance of being needs and support focused.
Please note, this series of mini workshops will be delivered throughout 2025. Your staff can build up a fantastic portfolio of aids to use on a day to day basis as they attend our Mini Toolkit Workshops.
Please book online or email Deborah@createsolutions.co.uk or phone 0161 870 6637. Zoom details will be sent in advance of the session.
