Vulnerable Customers - Training for Customer Facing Staff

One half-day

30 September 2026, 09:30 - 13:00 (UK time)

With up to half of UK adults displaying characteristics of vulnerability at any given time, firms are under intense pressure to transition from reactive, manual procedures to robust, data-driven frameworks. The Financial Conduct Authority (FCA) is actively moving from a regulatory model of prescription to "principles with proof," legally requiring firms to demonstrate that vulnerable cohorts experience outcomes as good as those of non-vulnerable consumers. 

This highly practical workshop is specifically built for frontline, customer-facing staff and offers much opportunity for interactive discussion. Built around the simple, memorable mantra of "Recognise, React, Respond, Record" this course moves beyond basic theory to equip customer-facing staff with the effective communication techniques, disclosure protocols, and compliance habits required to deliver equitable outcomes safely and compassionately.

Public course booking

Members: £139pp
Non-members: £199pp

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:

Summary

Dates: 30 September 2026

Timings: 09:30-13:00 (UK time)

 Duration: 1 x half-day

 No of attendees: Up to 14

Format: Online - Virtual delivery

CPD: Recognised

Trainer: Steve Fairclough (Elf Education)

Price: Members - £139 / Non-Members - £199

Workshop Outlines

Learning Objectives

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

• Recognise Signals of Vulnerability: Identify potential indicators of vulnerability during routine customer interactions using the FCA’s four key drivers (Health, Life Events, Resilience, and Capability), deconstructing them into actionable risk indicators. 
• Differentiate Vulnerability Types: Distinguish between permanent, temporary, and sporadic vulnerabilities based on contextual clues provided during digital, telephone, or face-to-face communication. 
• Apply Clear Communication Techniques: Demonstrate active listening and adaptive communication to support customers exhibiting signs of stress, low literacy, or cognitive difficulties.
• Navigate Difficult Disclosures: Utilise structured conversation models (such as the TEXAS or BRUCE protocols) to handle disclosures compassionately and with empathy, without overstepping professional boundaries. 
• Determine and Offer Appropriate Support: Evaluate immediate customer needs to identify relevant internal adjustments (e.g., alternative formats, specialised payment plans) or external signposting options (e.g., Age UK, Citizens Advice). 
•  Manage Third-Party Interactions: Apply the principles of authorised third-party handling safely when a customer requires a carer, family member, or advocate to speak on their behalf. 
•  Record Data Accurately and Compliantly: Record relevant vulnerability data within internal systems in strict compliance with UK GDPR and the Data Protection Act 2018, ensuring explicit consent is gained for processing special category medical data. 
• Eliminate Subjective Bias: Distinguish clearly between objective observations (what the customer said or did) and subjective assumptions (staff opinions or diagnoses) when documenting customer files.

Who should attend?

This course is designed for staff handling routine digital, telephone or face to face client contact as well as those supporting during potentially sensitive or high-stress life events.  This includes customer service agents, claims handlers and assessors, sales teams and frontline supervisors.

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 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.

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