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Submitted URL: https://tracking.westminster-insight.com/events/supporting-vulnerable-customers-online-training/?booking_code=WCT3&cdmtw=AQIAAAAgBQhEVMon...
Effective URL: https://www.westminsterinsight.com/events/supporting-vulnerable-customers-online-training/?booking_code=WCT3
Submission: On October 25 via manual from GB — Scanned from NL
Effective URL: https://www.westminsterinsight.com/events/supporting-vulnerable-customers-online-training/?booking_code=WCT3
Submission: On October 25 via manual from GB — Scanned from NL
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Skip to main content Follow us * * * Conferences and Events * Upcoming Events * Events on Demand * Sectors * About us * Our People * CPD * Sponsors and Partners * Contact us Search SUPPORTING VULNERABLE CUSTOMERS ONLINE TRAINING 01/12/2022 09:00 - 16:00 * Overview * Agenda * Speakers * Videos * CPD * Book online × ENQUIRE ON DEMAND EVENT "*" indicates required fields First Name* Last Name* Email* Phone Number* Message* Consent I consent to receive emails from the Knowledge Exchange Group. Privacy Policy Phone This field is for validation purposes and should be left unchanged. EVENT SUMMARY Customers in vulnerable circumstances will be more exposed and at risk of accruing debt during the current cost-of-living crisis. Other risk factors include poor physical or mental health, cognitive impairment, life events, and low resilience or capability. Vulnerable customers often require special and tailored responses to ensure good customer service outcomes, and their circumstances can rapidly change. Organisations must do more to identify and protect vulnerable customers and to ensure they are treated fairly. By training staff to understand, recognise and respond to vulnerability, organisations will be in a better position to prevent customers from further harm. Build trusting, cooperative relationships with customers. Ensure you are acting in compliance with current legislation such as the Equalities Act and avoid potential reputational and financial damage. Also, it’s the right thing to do! This interactive course provides practical guidance for recognising vulnerability and supporting customers. Challenge your thinking and assumptions around vulnerability. Take away tried and tested tools and techniques to ensure vulnerable customers feel supported by your organisation. Equip staff with the skills they need to handle complex situations and navigate difficult conversations with empathy and compassion. This thought provoking course will involve group discussions, learning based activities and case study analysis. KEY POINTS * Develop your understanding of vulnerability * Challenge biases and assumptions * Practical guidance for recording vulnerability respectfully and compliantly * Build a resource bank of questions, responses and tools to use to better support vulnerable customers * Practical techniques for handling difficult conversations * Understand when and how to signpost services * Expert guidance on how to recognise and mitigate organisational harm * Learn from feedback to improve service delivery for vulnerable customers WHO SHOULD ATTEND This course applies across private, public and third sector organisations, including: * Customer experience/ services teams * Service improvements teams * Income recovery leads * Directors * Head of consumer vulnerability * Head of benefits * Heads of partnerships / engagement ONLINE TRAINING * Participate in live training online * Group work and practical scenarios * Presentations and materials TESTIMONIALS > Great event, enjoyed sharing ideas and experiences. > > > > Laura Turner, IOPC > I have loved this experience. I also really appreciated the networking > sessions and have gathered some great contacts. > > > > David Boyd, Sanctuary Housing > Well structured, covering a variety of topics which will be very useful for > reflection and use in my current role. > > > > Jacqui Dempster, SQA RELATED EVENTS HANDLING DIFFICULT PEOPLE AND CONFLICT ONLINE TRAINING Monday 14th November 2022 Online Training Handling Difficult People and Conflict Online Training Diversity, Equality, HR and Training Diversity, Equality, HR and Training COMPLYING WITH CONSUMER LAW ONLINE TRAINING Monday 18th April 2022 Online Training Complying with Consumer Law Online Training Diversity, Equality, HR and Training Diversity, Equality, HR and Training TENANT ENGAGEMENT DIGITAL CONFERENCE Wednesday 30th November 2022 Digital Event Tenant Engagement Digital Conference Social Housing and Communities Social Housing and Communities REGISTERED OFFICE 1 Northumberland Avenue, London, WC2N 5BW Registered in England and Wales. Westminster Insight is a division of The Knowledge Exchange Group Ltd (08808447) OUR BRANDS CONTACT US Get in touch Follow us * * Signup to our newsletter © Copyright 2021 - Knowledge Exchange Group - All rights reserved. Web Designers - KD Web * Privacy Policy * Terms and Conditions × SIGN UP TO RECEIVE NEWS ABOUT OUR EVENTS "*" indicates required fields Email* First Name* Last Name* Company Job Title By submitting this form, you are consenting to receive marketing emails from Knowledge Exchange Group. Privacy policy CAPTCHA Email This field is for validation purposes and should be left unchanged. We use cookies to improve the user experience and analyse web traffic. By clicking accept you agree to our website's cookie use as described in our cookies policy. You can change your settings in our preferences. Settings REJECT ACCEPT ALL COOKIES Settings Close PRIVACY OVERVIEW This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities... Necessary Necessary Always Enabled Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously. CookieDurationDescriptionclo1 monthThis is a website functional purpose cookie.cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. 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