Key Learning Points:
- What does 'vulnerability' look like
- How can customer services staff spot vulnerabilities
- What do staff need to know when a customer discloses a vulnerability
- How to use information from third parties to help customers without breaking data protection law
- How to spot the signs that suggest a customer may be vulnerable or have limited mental capacity
This online training course on Vulnerable Persons is set in an immersive format and looks at how firms can ensure that they are treating customers fairly by enabling customer services staff to confidently identify and support vulnerable customers.
This course will explore how employees can help safeguard vulnerable people, using some key communication techniques to develop your confidence in supporting vulnerable customers, while also meeting legal obligations.
- Course duration: 35 minutes
- Immersive learning course
- Certificate on completion
- Course can be tailored using Adapt Authoring Tool
Who Should Take This Course?
This eLearning course is recommended for all customer-facing employees of firms regulated by the FCA including:
- Customers Services Representatives
- Complaints Handlers
- Support Team Members
- Account Managers
Learners go behind the scenes at fictional bank TrustUs and explore what 'vulnerabilities' look like and the different scenarios they could face while dealing with vulnerable customers. Learners must make the right decisions to support vulnerable customers effectively and aim for a top Trustzar service rating for TrustUs bank or risk damaging its business.
On successful completion of the course, learners will be able to download a certificate of achievement. Learners can also take the assessment again to improve their score.
2 Ways of Purchasing
You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.
1. Individual Licenses
If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.
2. Complete Bundle
Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.
1. Individual Pricing
|Number of Learners||Cost (per year)
|1 - 10||29 / per learner|
|11 - 20||25 / per learner|
|21 - 50||20 / per learner|
|51 - 100||15 / per learner|
|101 - 150||10 / per learner|
Exchange rates are updated regularly but are only intended as a guide.
2. Complete Bundle Pricing
If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!
|Number of Learners||Cost (per year)
|1 - 100||30 / per learner|
|101 - 200||25 / per learner|
|201 - 300||21 / per learner|
|301 - 400||18 / per learner|
|401 - 500||15 / per learner|
|501 - 750||12.50 / per learner|
|751 - 1000||10 / per learner|
|1001 - 2500||8 / per learner|
|2501 - 5000||6 / per learner|
|5000 - 10,000||5 / per learner|
- All courses in our catalogue
- New courses added regularly
- Branded, downloadable posters
- Customise Course Content for Your Team
- Astute eLearning Platform
- Regular course updates
- Dedicated Account Manager
- Unlimited help desk support
Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.Get a Quote
FCA and Vulnerable Customers
The FCA are concerned for the welfare of vulnerable customers. The FCA defines a vulnerable customer 'as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when an organisation is not acting with appropriate levels of care'. The FCA requires organisations to consider taking key steps to safeguard vulnerable customers and enabling customers services staff to identify and support those in vulnerable situations.
If you have any questions that are not covered here, please get in touch.