Understanding Vulnerability Workshops

Recognise, Respect & Readjust

Organisations that don’t cater for the specific needs of vulnerable customers may inadvertently be making difficult circumstances worse. They’re also at risk of breaching the Equality Act and regulator codes of practice.

With our training around vulnerable customers, you and your staff will learn how to recognise and respect customers in challenging circumstances and then how to readjust your products and services to better support their needs enabling you to build a more satisfied customer base. Designed and run by Elaine Lee, our workshops will empower you and your teams to consider the needs, attitudes, and emotions of all your customers as they travel the customer journey.

Elaine has been championing the needs of vulnerable customers since 2009. She is co-chair of the Data & Marketing Association’s Vulnerable Taskforce and co-author of its vulnerable consumer training materials. She’s also worked with the IoF on their papers on Treating Donors Fairly.

Our training options offer you a bespoke session tailored to your organisation. We’ll start with detailed discussions beforehand about your own organisational approach to vulnerability. We’ll consider any prior training alongside your policies, procedures and protocols – so they can be incorporated into your tailored sessions reassuring your staff of your commitment to treat all customers fairly.

If you don't yet have a vulnerable people's policy or would like your policy reviewed, we can help with that too.

*Source The Ombudsman Services annual report