Help employees to spot vulnerabilities and support customers effectively
This immersive eLearning course explores how firms can ensure that they are treating customers fairly by enabling customer services staff to confidently identify and support vulnerable customers.
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. Take the challenge to make the right decisions to support vulnerable customers effectively. Aim for a top Trustzar service rating for TrustUs bank or risk damaging its business.
What to Expect
In this course, employees will learn:
- What does 'vulnerability' look like and how can you help
- What do you need to know when a customer discloses a vulnerability
- How can you use information from third parties to help customers without breaking data protection law
- Can you spot the signs that suggest a customer may be vulnerable or have limited mental capacity
Subscribe to Compliance Essentials for a library of eLearning courses to meet your governance, risk management and compliance (GRC) training requirements. Subscription includes delivery through our Astute eLearning Platform, putting you in control of your compliance training programme all year round.
Calculate Your Cost
For 150+ learners, please contact us for a quote.
Exchange rates are updated regularly but are only intended as a guide.
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.
Great Value Package
Our Compliance Essentials Suite includes all of our compliance training in one neat bundle, as well as access to our 'Take 5' microlearning courses (compact five-minute courses in the form of challenges, presentations, and short games). The suite also includes regular course updates to ensure compliance with new legislation and working practises.
What's more, our intelligent eLearning platform Astute makes it easy to evaluate learners progress, providing detailed audit trails and infographics analytics.
- All courses in the Compliance eLearning Suite
- Astute eLearning Platform
- Branded, downloadable posters
- Updated courses and platform enhancements
- Dedicated Account Manager
- Unlimited help desk support
Astute LMS: Designed to empower your workforce
You can get this course on a fully hosted platform - Astute
Our customers love Astute's user-friendly design and the freedom to automate many admin fuctions.
Whether you're new to eLearning, or just in need of a fresh start, Astute can help your organisation create a powerful learning culture.
Astute creates a robust audit-trail for L&D managers, compliance managers and auditors, making it easy to measure results and track employee progress.
Get up and running quickly with our secure cloud-based platform which allows learners access to eLearning content anytime, anywhere over the internet. Since we host Astute, there's no need to devote time or resources to installation and set-up - it's ready when you are.
Astute streamlines many manual processes such as course enrolments, chase / trigger emails, and automated reporting through its advanced automation features. Take the administrative burden out of your training activities.
Need Astute in multiple languages? No problem. We delivery multilingual programmes for many global organisations, and currently support more than 30 languages.
Administrators can create forms for things like expenses claims, gift and hospitality registers, holiday requests, and much more. Approval and workflow rules can also be set for each form. Every-day reporting made easy!
Provide your users with personalised skills-assessments to help them reach their personal goals with individual learning plans and progress reports.
Distribute learning materials and associated policies easily to your employees, and quickly track who has or hasn't completed the task at the click of a button.
Support your learning initiatives offline through Astute's Brand-on-Demand poster campaigns. Choose from over 500 customisable templates to reinforce key compliance messages.
Because one size doesn't fit all, Astute allows different departments, branches, or group-companies to segregate and brand their own log-in portals and customise permissions to suit their needs.