Vulnerable Customers - Training for Customer Facing Staff

Vulnerability Masterclass

Empowering Customer-Facing Teams to Support Vulnerable Customers with Confidence and Care

This interactive training workshop is delivered face-to-face at the CII offices, over one full-day. The content is designed to equip customer-facing staff with the knowledge and skills needed to effectively support vulnerable customers.

The content will cover key areas such as understanding vulnerability, managing sensitive disclosures, and delivering positive outcomes in line with regulatory expectations.

Public course booking

Members £449 / Non-members £599

To book this training for yourself or up to 6 Delegates, please complete the below form:

Corporate (In-house) training

To book this workshop for your company as a corporate (in-house) training session for between 7-16 Delegates, on a date that's convenient for you, please complete the below form to register your interest:

5 March 2026

Workshop Overview:

1. Drivers of vulnerability
2. Supporting neurodiverse customers
3. Managing disclosure of bereavement
4. Managing disclosure of self-harm / suicide
5. Understanding and recording vulnerability
6. Delivering Good outcomes
7. Resilience and wellbeing

Summary

Dates: 5 March 2026

Timings: 09:30-16:30 (UK)

 Duration: 1 x Full-day

 No of attendees: Up to 14

 Format: Face to Face - CII Offices, London

 CPD: Recognised

Trainer: Create Solutions Ltd

Price: Members £449 / Non-members £599

Workshop Outlines

The workshop will be delivered in person at the CII Offices, London, between 09:30-16:30 (UK).

• Understanding vulnerability

• • The 4 elements of supporting vulnerable customers
  • The drivers of vulnerability
  • Digital exclusion
  • Customers in financial difficulty (including economic abuse)
  • Communication barriers
  • Understanding behaviours and identifying vulnerability

Learning Objectives

By the end of this workshop, Delegates will be able to:

• Recognise a wide range of situations and circumstances that can lead to vulnerability and the impact these have on individuals
• Understand and identify the different and additional needs of customers experiencing vulnerability
• Build a resource of useful and appropriate questions and responses and know how and when to apply them
• Understand the importance of designing and delivering good outcomes
• Understand resilience and the benefits of building personal and professional resilience
• Develop a toolkit of helpful and appropriate personal support strategies and resources

Who should attend?

This comprehensive training programme is designed for customer-facing staff who interact directly with clients, especially those in vulnerable situations. It is ideal for professionals in roles such as customer service, sales, support teams, and relationship management.

The training provides essential skills and knowledge to identify, support, and effectively respond to vulnerable customers, ensuring regulatory compliance and delivering positive outcomes.

Corporate Solutions

As part of our commitment to advancing professional standards within the sector, the CII offers a comprehensive suite of training and development solutions. These are designed to provide a structured, collaborative approach to skills enhancement, fully aligned with our internationally recognised Professional Map.  We offer workshops covering exam revision, technical training and business and leadership topics. 

Whether you're looking to upskill employees, support career progression, or drive business success, our bespoke training solutions can elevate and future proof the competencies required across your workforce. 

A full list of courses can be viewed in our 2025 Training Catalogue.

Public course booking form

Corporate (In-house) training

Interested in other courses?

For enquiries about this course, please email to: business.enquiries@cii.co.uk

Please note: The price of the workshop is based on British Pound Sterling (GBP). The purchase price will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

CII workshops are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a workshop becomes full, the above date will no longer be available, and new dates will be published.

We reserve the right to postpone the above workshop dates, subject to a minimum number of bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.

Can't attend on this date? Register your interest in other training workshops and future dates.

Please ensure you refer to our terms and conditions before booking on to any of our training workshops. By booking on to this workshop, you are agreeing to our terms and conditions and for your information to be shared with our training provider.