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Wed, 14 Apr


MS Teams

Recognising Vulnerable Customers

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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Recognising Vulnerable Customers
Recognising Vulnerable Customers

Time & Location

14 Apr 2021, 14:00 – 16:00

MS Teams

About the Event

Session 1: Recognising Vulnerable Customers

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

How to Recognise Vulnerability within Your Customers

This session begins by looking at how vulnerability can be defined, examining a range of industry body definitions including those of the Financial Conduct Authority and OFCOM and how closely these definitions align to the attendee’s organisational definitions or practices. We consider how a vulnerable circumstance may arise and the impact those circumstances may have on a consumer in their decision-making, action taking and representing their views. The session includes two practical exercises in which the group discover vulnerable circumstances and how they might encounter them in their day-to-day lives, both at home and at work. Attendees will discover that anyone may find themselves in a vulnerable circumstance at any stage in their lives, and we may encounter them much more regularly than anticipated or realised.

Objectives of the session:

• Gain a heightened awareness

Recognise vulnerability when you see it

Learn to appreciate that vulnerability is complex and changeable

This session provides a cornerstone of understanding and is built upon during the second session - Making Reasonable Adjustments, 15 April 2021.

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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