Our Toolkit Session aimed at Frontline Staff. A practical, confidence building toolkit session with useful takeaways. Also, suitable for those responsible of the deliver on the Consumer Duty.

We live in a busy world where demands and expectations are changing. We sometimes feel “pulled from pillar to post”.

Sound familiar?   That maybe you, but what about your customers.

We struggle sometimes to manage our personal affairs amongst our other duties and responsibilities, home, work, children, caring for others etc.

How many times have you made an important decision, and you wished you had more time to read the documents, or spend more time looking into it before you signed the dotted line? However, you can’t do due to time and other factors?

People are now becoming even more “Time poor “, a potential vulnerability driver that affects many of us and probably doesn’t get enough focus when dealing with customers.

There are simple ways and techniques that we can put into practice that can help support customers.

This session will look at how we can do this. It will also have other benefits to the business if staff handle customers well. Reputation and trust are just a few!

Learning Objectives

• Understand the concept of time poverty
• Recognise the impact of time poverty on customer behaviour and decision-making
• Recognise potential harms due to customers being time poor
• Understand the benefits of supporting time poor customers
• Identify and implement ways of supporting customers when they are time poor

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.

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

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