Chances are, some of the customers in your portfolio are in vulnerable circumstances. From individual consumers to sole traders, anyone can become vulnerable. But do you have the tools to handle credit and collections conversations when that happens?
Use respected FCA tools to guide conversations and navigate difficult situations. Build confidence in your ability to handle the range of topics you might encounter. And be there for your customers when they need it most.
What will you gain?
· Regulatory compliance toward treating vulnerable customers fairly
· Conversational frameworks to apply to your most challenging conversations
· Support when handling sensitive and traumatic topics
· Positive customer experiences and improved ethical reputation.
Who is it for?
This training is suitable for anyone in who interacts with customers. It is particularly useful to those who interact with consumers and sole traders, to ensure actions are in line with FCA protocol.
What will it cover?
· How to handle disclosure
· How to develop conversations to learn more about a vulnerability
· Conversations with customers with mental, social or emotional limitations
· Handling calls relating to self-harm or suicide
· Helping customers process news with minimal distress.
This training session is aligned to the following CICM Professional Standards:
BS 3 Know your customer/client
PS 1 Communication and relationship-building
PS 2 Problem-solving and decision-making
PS 3 Support and influencing
B1 Inquiring; B5 Ethical
