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Rated 4.9/5

2,662 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 a vulnerable person is.
  • Understand the main types of vulnerability and associated risk factors.
  • Identify signs that someone may need extra support.

Service Methodologies

    • Types of Vulnerability & Identifying Key Signs

Learning Outcomes

  • Deliver empathetic and compassionate support.
  • Adapt communication to the person’s needs.
  • Reduce barriers and help people feel supported.

Service Methodologies

    • Delivering Empathetic & Compassionate Support
    • Practical Need vs. Additional Reassurance or Support

Learning Outcomes

  • Recognise when further support is needed.
  • Signpost people clearly and appropriately.
  • Respond professionally when people ask for personal advice.

Service Methodologies

    • Signposting Vulnerable People to Additional Support
    • What if Someone Asks For Personal Advice?

Learning Outcomes

  • Record special requirements and preferences appropriately.
  • Gain consent before recording sensitive information.
  • Use clear notes, correct tagging, and secure recording practices.

Service Methodologies

    • Recording Special Requirements & Preferences Correctly

Learning Formats

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In-Person

Instructor-Led at one of
our Locations or Yours

Online

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining In-Person & Online

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: In-Person (Covent Garden, London) or Online Instructor-Led (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: In-Person (At Your Offices), Online Instructor-Led (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: In-Person (At Your Offices), Online Instructor-Led (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

In-Person & Online Instructor-Led

Scheduled Course Dates

In-Person & Online Instructor-Led

In-Person & Online Instructor-Led

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Online 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 Online Instructor-Led, In-Person (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
“Very professional, Personal and informative.”
InfoTrack, eCOS Support Team Leader
InfoTrack, eCOS Support Team Leader

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
"I found this course to be highly informative and engaging. It provided valuable insights into the principles and techniques for effectively communicating with patients who may be vulnerable due to age, mental health, emotional distress, language barriers, or cognitive impairments."
Bedfordshire Hospitals NHS Foundation Trust, Outpatient Senior Physiotherapist
Bedfordshire Hospitals NHS Foundation Trust, Outpatient Senior Physiotherapist
"The course content was comprehensive and provided practical strategies for navigating sensitive conversations. I particularly appreciated the delivery style, which was empathetic and interactive. This session was incredibly useful in building my confidence to support vulnerable patients with more clarity and compassion."
Bedfordshire Hospitals NHS Foundation Trust, CSW Harpur
Bedfordshire Hospitals NHS Foundation Trust, CSW Harpur
Hamilton Mercer