We are pleased to announce our Toolkit Session aimed at Frontline Staff. A practical, confidence building toolkit session with useful takeaways. Also, suitable for those responsible of the deliver of the Consumer Duty.

The FCA want firms to help customers receive good outcomes, including customers who are vulnerable or potentially vulnerable.

Firms have been reviewing their policies, procedures and training to increase the knowledge and skills of staff.

Understanding what a good outcome looks like and then designing products and services to fit this can be a challenge.

In this 1-hour workshop, Helen Pettifer will delve into the critical aspects of understanding and delivering good outcomes for vulnerable customers. Helen will also share some case studies of good outcomes she has seen in the financial services industry.

Learning outcomes:

• Understand what is meant by a good outcome
• Recognise the importance of good outcomes
• Understand the differing perspectives of a good outcome 
• Identify and implement ways of designing and delivering good outcomes for vulnerable customers

Speaker:

Helen Pettifer is a leading authority on vulnerable customer issues and training, She works with organisations and their teams, providing training programmes and consultancy services. Helen fully understands and emphasises to her clients that the wellbeing of team members is crucial to supporting the wellbeing of the customers.

Please note, this series of mini workshops will be delivered throughout 2024. 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.

Cost: £29 plus vat per person

To book: email Deborah@createsolutions.co.uk or phone 0161 870 6637. Zoom details will be sent in advance of the session.