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Rated 4.9/5

2,060 reviews on

Conversations with Vulnerable Customers

Duration: One Day

With nearly half of all UK adults exhibiting one or more characteristics of vulnerability, representatives must skilfully navigate conversations with customers facing financial, emotional, health, or other challenges.

Hamilton Mercer’s Service Methodologies™ equip representatives with the practical skills and confidence to adopt a respectful, solution-oriented, and inclusive approach when assisting vulnerable customers.

Certification

Certification

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • People of all experience levels and seniority who interact with vulnerable customers across various communication channels; face to face, telephone, and written (email, live chat, and social media).

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Recognise and respond to vulnerability by identifying signs, risk factors, and using inclusive communication.
  • Engage in compassionate conversations with structured dialogue, sensitive questioning, and adaptive communication.
  • Manage challenging interactions with de-escalation, problem-solving, and signposting support.
  • Ensure ethical and compliant handling of confidentiality, permissions, and documentation.
  • Promote inclusivity and support by embedding best practices and a compassionate service approach.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Increased confidence, boosting morale and ensuring best practices are consistently followed.
  • A reduction in unnecessary escalations to managers.
  • Being viewed by customers as a responsible, compassionate and inclusive organisation.
  • Greater assurance that regulatory obligations are met.
  • Ethical handling of sensitive customer situations, reducing regulatory risks.

Course Content

Course Content

Learning Outcomes

  • Define what constitutes a vulnerable customer.
  • Understand different types of vulnerability and their associated risk factors.
  • Develop heightened awareness and sensitivity to the signs and characteristics of vulnerability.

Service Methodologies

    • Introduction to Vulnerable Customers
    • Types of Vulnerability & Identifying Key Signs

Learning Outcomes

  • Apply a proven, step-by-step approach to guiding conversations with vulnerable customers.
  • Use sensitive questioning techniques to identify and understand the needs of vulnerable customers.
  • AAdapt your communication style to build trust and provide reassurance.

Service Methodologies

    • Structuring Conversations with Vulnerable Customers
    • Sensitive Questioning Techniques

Learning Outcomes

  • Be flexible by aligning with each customer and adapting responses to different vulnerabilities.
  • Apply problem-solving to achieve fair resolutions while meeting customer needs.
  • Know where to direct people who need further help.

Service Methodologies

    • De-escalation Techniques
    • Ending Conversations Sensitively & Effectively
    • Signposting Customers to Additional Support

Learning Outcomes

  • Manage confidentiality, privacy, and sensitive communication with discretion.
  • Champion vulnerability to embed best practices for supporting customers.
  • Obtain the correct permissions from vulnerable customers before documenting their information.

Service Methodologies

    • Recording Sensitive Information Correctly

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
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Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“I thought that the training session was very useful, and I liked how it incorporated the TPO guidance at the end. We also went through what might be useful to re-visit in the TPO guidance, and I thought that the group activities made the training much more fun.”
Pension Ombudsman, Case Assessor
Pension Ombudsman, Case Assessor

Public Sector

“Gemma delivered the course content very clearly, she was engaging, interactive, patient and a great actress. I thoroughly enjoyed the course, expanded my learning and it was a great opportunity to work with other colleagues from the wider organisation. Thank you!”
One Housing, Resident Engagement
One Housing, Resident Engagement

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer