Vulnerability Training
Identifying vulnerability in consumers is only the start of a process – understanding how to manage vulnerable people appropriately through the customer journey is a challenge facing all service providers.
We’ve partnered with Helen Pettifer Training to offer and run bespoke training for organisations – for their people in direct consumer facing roles, and also for those who are responsible for customer experience paths.
An increasing number of organisations recognise the importance of identifying and supporting vulnerable individuals, and our mission is to equip teams with the skills, knowledge, and confidence to respond to these customers with empathy, professionalism, and care.
We support organisations across sectors to:
Understand vulnerability and its many forms
Comply with regulatory expectations (e.g. FCA Consumer Duty & Ofwat Vulnerability Strategies)
Equip teams with the tools needed to manage sensitive and emotive conversations with confidence and care
Build resilience, confidence, and well-being in frontline staff
Create inclusive services that work for all customers
Grow their revenue while embracing social responsibility
Achieve continuous improvement in customer service excellence
We focus not just on identifying those in difficult circumstances but also to help pinpoint where those circumstances are relevant to you as a service provider, how you can adapt your treatment of those customers to ensure the right outcomes and how you can signpost those customers to ongoing support.
The training and awareness sessions take into consideration the obstacles common to all sectors in vulnerable customer management across everything from customer acquisition through to claims and collections.
Who we work with
Financial services & credit firms
Utilities & energy
Housing & property services
Local authorities & charities
Retail & transport
Relevant audiences:
Customer-facing staff
Complaints & collections teams
Vulnerability champions & well-being leads
Risk, compliance, & governance professionals
If you’d like more information please let us know at Info@the-vrs.com, or complete the form below. We’ll set up a conversation with you so that you can brief us fully.
Example Package:
Supporting Vulnerable Customers
A 1-day course to challenge assumptions and build confidence in how to identify, respond to and support vulnerable customers.
prices from £2,400 + VAT (max 16 delegates)
Example Package:
Managing Suicidal Customer Conversations
This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.
prices from £1,600 + VAT (max 16 delegates)
“Integrating VRS into our customer-care process has transformed how we identify and support vulnerable clients.
It ensures we act with empathy while staying fully compliant.”
– Compliance Director, National Utility Provider