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Thu, 15 Apr


MS Teams

Making Reasonable Adjustments

Two new training sessions to help organisations recognise all types of vulnerability and make reasonable adjustments to deliver fair outcomes for all.

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Making Reasonable Adjustments
Making Reasonable Adjustments

Time & Location

15 Apr 2021, 14:00 – 16:00

MS Teams

About the Event

Session 2: Making Reasonable Adjustments

15 April 2021 | 14:00-16:00 | Zoom

Making Reasonable Adjustments to Deliver Fair Outcomes for Vulnerable Customers

In this session we explore how a customer may interact with an organisation and how a vulnerable circumstance may be identified across a number of contact channels. We explore what Reasonable Adjustments could be offered and how to determine which is the most appropriate option to better support each customer’s needs. The session covers a number of models for handling contacts with customers in vulnerable circumstances to enable the delivery of appropriate, consistent, and fair outcomes. We share practical tools which can be used within the attendees organisation which enable them to assess and determine in a structured manner which is the best option for each customer. It encourages consideration of whether the agreed outcome is fair for both the organisation and customer.

Objectives of the session:

 Understand what reasonable adjustments and how they can be made

• Develop your skills to select and implement solutions

 Deliver fair outcomes for your customers

Delegates will receive a copy of the slides for future reference

Delivered in association with TRUST, founded by Elaine Lee and Jacqui Workman, specialists in customer experience and the inclusion of customers in vulnerable circumstances. They also co-chair the DMA’s Vulnerable Consumers Working Group.

Who Should Attend

Contact Centre Managers/Head of Customer Experience

Team Leaders / Trainers / Senior Agents

Operations Managers / Compliance Managers

Marketing Managers / HR / Staff Managers


Per session: £149+VAT per person

Session 1 & 2 : £250+VAT per person

Book a place now – email:

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