Supporting Customers Facing Financial Difficulty

Description

Being in a position of financial difficulty is a major cause of stress, especially when tough decisions like ‘heat or eat’ become necessary.

This half-day training course explores the causes pushing more people into financial difficulty and the impact it has on their resilience. We will explore ways in which organisations can support those hit by the cost-of-living crisis. The right actions can prevent debt from spiralling, retain customers and improve the chances of the organisation getting paid.

This course is ideal for anyone who regularly handles customer conversations, especially when customers disclose financial struggles.

Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.

What you will learn

Learning objectives:

By the end of this session delegates will be able to:

• Understand financial challenges and how they impact customer behaviours, including decision making
• Know how to respond to customers who disclose debt and other financial issues
• Identify a range of practical steps to support customers facing financial challenges
• Explore ways to help customers avoid scams

Course content

 Understanding Financial Difficulty

• Current economic situation
• Causes and impacts of financial difficulty
• Understanding those at risk

Decision-making

• The role of decision-making in financial management
• The impacts of financial decision-making
• Understanding unregulated lending options
• Understanding scams

Supporting Customers

• Understanding needs
• Addressing emotional needs
• Addressing practical needs internally
• The importance of signposting