Course description
In 2015, the FCA published a report on consumer vulnerability. It was the first of its kind, and criticised a “computer says no” approach to vulnerable customers. The regulator called for organisations to introduce a “high-level policy on consumer vulnerability” as a result.
Since then, hybrid working and the requirements of Consumer Duty have seen renewed focus as more customers are becoming “vulnerable” for a variety of reasons -this is time to re-base your approach.
It’s a very sensitive subject. An overzealous application of the rules or unclear explanation of products has seen several global companies make headlines. Poor treatment could lead to lawsuits, penalties and a shrinking customer base. Yet most firms lack a strategic approach to consumer vulnerability.
Upcoming start dates
Outcome / Qualification etc.
- Recognise the signs and signals of a vulnerable client.
- Introduce the tools to encourage the disclosure of vulnerability.
- Bring conversations to successful conclusions.
- Implement a robust framework that prevents false claims.
- Protect your vulnerable customers from further distress.
- Avoid reputational damage and financial penalties.
Training Course Content
- An introduction to issues
- Vulnerable customers: the facts
- Engaging vulnerable customers and carers
- Managing the process to outcome
- Summary and next steps
Course delivery details
All courses can be delivered ONSITE, ONLINE or BLENDED to suit your distinct requirements.
Whether one-to-one or group deliveries, entry level or boardroom executives, are consultants are here to develop a programme to meet your specific business needs.
Simply contact us to discuss your requirements.