Vulnerable Customer Training

Recognising Vulnerability and Making Reasonable Adjustments within your Teams. 

Delivered in association with TRUST.

With the cost-of-living crisis contact centres are experiencing significant increases in the number of contacts from customers who, sometimes for the first time, are facing financial vulnerability. The increase in the number of vulnerable contacts is expected to continue for some time yet. This is predicted to cause substantially increased challenges and pressure to all customer facing teams and may risk creating vulnerable circumstances for the team, who may themselves be experiencing financial or other vulnerabilities.

This session will give you the knowledge of ‘How to support your workforce when working with customers in vulnerable circumstances’ and has been designed for those who recruit, induct, train, coach, support and manage customer facing teams. Including but not limited to – Team Leaders – Contact Centre Managers – HR professionals – Quality Assurance Teams.

During this session attendees…