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Wed, 23 Jun


MS Teams

Vulnerable Customer Training Session 2: Making Reasonable Adjustments

The second session in our Vulnerable Customer training aims to help organisations recognise all types of vulnerability and make reasonable adjustments to deliver fair outcomes for all.

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Vulnerable Customer Training Session 2: Making Reasonable Adjustments
Vulnerable Customer Training Session 2: Making Reasonable Adjustments

Time & Location

23 Jun 2021, 14:00 – 16:00

MS Teams

About the Event

Session 2: Making Reasonable Adjustments

23 June 2021 | 14:00-16:00 | Teams

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

Recent Delegate Comments

"Given me a better realisation of what customers can be 
experiencing whilst we deal with them"

"Parts of today's sessions were a real eye opener and easily shared"

"Very informative and a good basis for taking on board other ideas 
to improve what is already in place"


Per session: £149+VAT per person

Session 1 & 2 : £250+VAT per person

Book a place now – email:

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