This eLearning course is designed to help organisations meet their responsibility to identify and support customers in vulnerable circumstances. Customer vulnerability can affect anyone, can be temporary or long-term, and is not always obvious, so it is essential that all customer-facing staff are equipped to recognise it and respond appropriately.
The course begins by introducing the concept of vulnerability and why a proactive, person-centred approach is important. It explores the wide range of circumstances that can give rise to vulnerability, including physical and mental health conditions, life events such as bereavement or relationship breakdown, and factors affecting a customer's resilience or capability to deal with their situation.
Learners are then shown how to identify potential vulnerability during customer interactions, including the verbal and non-verbal signs that may indicate a customer needs additional support. The course sets out a clear support protocol, giving staff a consistent framework to follow when they encounter a vulnerable customer.
The training emphasises the practical do's and don'ts of supporting vulnerable customers, the appropriate next steps and escalation routes within an organisation, and the importance of signposting customers to relevant external help. Upon completion, learners will be confident in recognising vulnerability and responding in a way that treats customers fairly, with empathy and respect.
