Mini Vulnerability Toolkit Workshop: No 1. Dealing with Customers Over the Phone

A practical, confidence building session with useful take aways.

After listening to our customers and understanding where the FCA focus lies, we are now delighted to bring to you the first of a series of confidence booster workshops.

The need to identify and support customers who have Vulnerabilities is nothing new. Staff are trained (sometimes by e-learning methods only) and boxes are ticked, however, staff have not had the opportunity to increase their skills, gain confidence and ask questions about how to actually deal with customers who may need additional support. It can be quite daunting and instil a lot of doubt and fear in staff, especially if new to the role.

This workshop will be crammed with practical advice and takeaways that can be used after the workshop. It is ideal for Frontline staff and anyone who has a responsibility for the delivery of good customer outcomes.

It will equip delegates with useful questions to ask when identifying Vulnerability over the phone, but also provide some guidance on how to ask them and deal with typical responses. Anyone can ask a question, but it needs to be delivered in the right way to gain the customers trust and confidence.

Delegates will have a useful handout to take away that they can refer to and keep with them at all times.

Please note that there will be a series of these mini workshops delivered throughout the year.

Essential training for your staff! Cost: Just £29 per person (plus VAT). 

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


Nov 10 2023


9:30 am - 10:30 pm