Vulnerable Customers: Notice, Adapt, Support
Included with TrainMeUK — no separate course purchase required.
Explain what makes a customer vulnerable, using the four drivers; and recognise signs of vulnerability in calls, notes and conversations.
- Assign to
- Customer-facing staff
- Duration
- 25 minutes
- Evidence
- 11-question quiz
- Your version
- Editable
What they will be able to do
- Explain what makes a customer vulnerable, using the four drivers.
- Recognise signs of vulnerability in calls, notes and conversations.
- Change how you communicate so the customer can understand and decide.
- Record and refer, with consent, so they get the right help.
The course
- 01What vulnerability is
- 02Spotting the signs
- 03Adapting and supporting
The decision they practise
In the main activity, “Read Kerry’s call notes”, learners spot the red flags in a realistic document and see the effect of each choice. Short animations show “What a call can tell you” and “Notes that help the next person”.
How you know they finished
The 11-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Roll it out with
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Equality Act 2010
- Consumer Rights Act 2015
- Financial Services and Markets Act 2000
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 11-question quiz closes the course, so you can show who completed it.
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