Recognising Vulnerable Customers
Time & Location
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: firstname.lastname@example.org