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
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
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